Sr. IT Support Analyst - DC&FS
Are you a Pioneering Spirit? Lowe's is looking for Visionaries, Risktakers, Adventurers. Lowe's is looking for someone that is driven by potential A trailblazer of innovation. We are a multi-billion dollar company with 5 million MyLowes users and millions of daily site visits. We're looking for someone that dares to take risks and is excited about the opportunity to work on problems that have never been attempted. So if you're an innovator, the kind of person who thinks outside the box and is always excited about your next challenge, you might just be the Pioneering Spirit we're looking for.
Job
Summary:
The Sr. Support Analyst is primarily responsible for providing first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications and performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
The Sr. Support Analyst is also responsible for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate.
The Sr. Support Analyst interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary.
Essential
Responsibilities:
Provides first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly); serving as an escalation point and mentor for junior staff; analyzing and prioritizing incoming requests and alerts; troubleshooting in conjunction with customer to identify problems; attempting to resolve problems and escalating problems as necessary to appropriate resource (e.g., support team, vendor); attempting to identify additional issues with customer; taking proactive steps to prevent recurrence; researching recurring problems to identify root causes and collaborating with other IT and business departments to prioritize develop, and implement solutions; executing disaster recovery and business continuity processes and events; providing after hours on call support
Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system; monitoring resolution of problems to achieve closure; following up and providing status updates; following procedures for incident escalation and notification to leadership; contributing to and maintaining the knowledge repository for technical support; documenting workarounds for problem records; compiling information (e.g., procedures, installation, configuration) related to new technology; developing standard operating procedures
Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate; performing preventive maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and hand held devices), including more complex devices (e.g., servers, network, telecommunications equipment); performing system backups and ensuring integrity of backup media and peripherals
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatching additional service from vendors if required; directing and validating repair activities of external vendors to ensure quality meets contractual obligations
Core
Responsibilities:
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback
Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities
Qualifications
Required Minimum
Qualifications:
Bachelor's Degree in Computer Science, CIS, or related field and 4
years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware. Additional equivalent work experience may be substituted for the degree requirement.
Preferred
Qualifications:
3
years of experience leading technical or project teams with or without direct reports
2
years of work experience in an IT role requiring interaction with senior management
3
years of experience working in a large matrixed organization
2
years Lowe's Operations experience
3
years of experience working with third party IT vendors and/or software/hardware suppliers
3
years IT experience in the retail industry
3
years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
About Lowes
Lowe's Companies,Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe's and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.
Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Job
Summary:
The Sr. Support Analyst is primarily responsible for providing first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications and performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
The Sr. Support Analyst is also responsible for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate.
The Sr. Support Analyst interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary.
Essential
Responsibilities:
Provides first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly); serving as an escalation point and mentor for junior staff; analyzing and prioritizing incoming requests and alerts; troubleshooting in conjunction with customer to identify problems; attempting to resolve problems and escalating problems as necessary to appropriate resource (e.g., support team, vendor); attempting to identify additional issues with customer; taking proactive steps to prevent recurrence; researching recurring problems to identify root causes and collaborating with other IT and business departments to prioritize develop, and implement solutions; executing disaster recovery and business continuity processes and events; providing after hours on call support
Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system; monitoring resolution of problems to achieve closure; following up and providing status updates; following procedures for incident escalation and notification to leadership; contributing to and maintaining the knowledge repository for technical support; documenting workarounds for problem records; compiling information (e.g., procedures, installation, configuration) related to new technology; developing standard operating procedures
Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate; performing preventive maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and hand held devices), including more complex devices (e.g., servers, network, telecommunications equipment); performing system backups and ensuring integrity of backup media and peripherals
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatching additional service from vendors if required; directing and validating repair activities of external vendors to ensure quality meets contractual obligations
Core
Responsibilities:
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback
Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities
Qualifications
Required Minimum
Qualifications:
Bachelor's Degree in Computer Science, CIS, or related field and 4
years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware. Additional equivalent work experience may be substituted for the degree requirement.
Preferred
Qualifications:
3
years of experience leading technical or project teams with or without direct reports
2
years of work experience in an IT role requiring interaction with senior management
3
years of experience working in a large matrixed organization
2
years Lowe's Operations experience
3
years of experience working with third party IT vendors and/or software/hardware suppliers
3
years IT experience in the retail industry
3
years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
About Lowes
Lowe's Companies,Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe's and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.
Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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