Technology Support Technician

Lowe's Companies, Inc. • Houston, TX

4d • Hybrid

About The Position

This role provides Level One technical support for Lowe’s Pro Supply associates and business partners. The technician will diagnose, troubleshoot, resolve, and escalate technology issues, ensuring adherence to customer service, call quality, and incident management standards. Responsibilities include managing incidents and service requests through the company’s ITSM platform, applying documented solutions to resolve issues with hardware, software, mobile devices, telecommunications, printers, network connectivity, user access, and enterprise applications. The technician will also perform and document break/fix support for various equipment and applications, monitor incidents through resolution, and escalate complex issues to appropriate teams. The role supports ITIL 4-aligned best practices and aims to improve service quality and first-contact resolution. Additionally, the technician will identify recurring issues and process improvement opportunities, and provide support in a hybrid environment, including remote and onsite support for branch locations and the Houston headquarters.

Requirements

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• Minimum 2 years of IT experience providing Level One technical support for IT systems in a business or corporate environment, including diagnosing, troubleshooting, documenting, resolving, and escalating incidents and service requests.
• Experience supporting hardware, software, mobile devices, printers, peripherals, network connectivity, user access, and business applications.
• Experience using ITSM tools or ticketing systems to document, track, prioritize, and resolve incidents and service requests.

Nice To Haves

• Associate degree in Computer Science, Computer Information Systems, Information Technology, or related field.
• 2 years of experience working with Freshservice, BMC, ServiceNow, or a similar ITSM ticketing platform.
• 2 years of experience with software installation, configuration, troubleshooting, and support.
• 2 years of IT support experience supporting outside sales teams, field associates, branch operations, or B2B business environments.
• Familiarity with ITIL 4 Frameworks or ITIL-aligned support practices, including incident management, request fulfillment, knowledge management, and service restoration.

Responsibilities

• Provide Level One technical support for Lowe’s Pro Supply associates and business partners by diagnosing, troubleshooting, resolving, and escalating commonly reported technology issues in accordance with customer service, call quality, and incident management standards.
• Receive, analyze, prioritize, document, and manage incidents and service requests using the company’s ITSM platform, ensuring accurate details are captured for issue description, troubleshooting steps, status updates, resolution, and closure.
• Apply documented solutions, knowledge articles, standard operating procedures, and remote support tools to resolve issues related to supported hardware, software, mobile devices, telecommunications equipment, printers, network connectivity, user access, enterprise applications, and other business technology services.
• Perform and document break/fix support for PCs, thin clients, printers, mobile devices, handheld devices, peripheral equipment, and supported software applications to restore service and minimize business disruption.
• Monitor assigned incidents and service requests through resolution, provide timely status updates to associates, business partners, vendors, and technical support teams, and ensure appropriate follow-up through closure.
• Escalate unresolved or complex issues to the appropriate internal technical teams or support resources, ensuring complete documentation and clear communication to support efficient resolution.
• Support ITIL 4-aligned best practices, including incident management, request fulfillment, knowledge management, escalation, communication, and service restoration to improve consistency, service quality, and first-contact resolution.
• Identify recurring issues, knowledge gaps, process opportunities, and service trends, and share feedback to support continuous improvement of Level One support operations.
• Provide technical support in a hybrid work environment, including remote support and onsite support for Lowe’s Pro Supply branch locations and the Houston headquarters, based on business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED