Sr Technology Operations Analyst

Your Impact
The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in stores, supply chain facilities, data centers, and corporate office locations. This includes performing tracking and documentation by entering problem details, service request status, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects. In addition, this role provides mentoring, coaching, and training as needed to junior staff members across the department. This role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet department needs.

Work with a Winning Team
Our CEO is forward-thinking when it comes to tech, and with one of Forbes’ Top 50 CIOs leading the charge, you can come to work knowing you’ll have the data, tools, and support that few other companies can offer. And if the solution doesn’t exist, we build it. You have the autonomy to create, and we trust your vision and abilities. We’ve been around for over 100 years, so we’re not going anywhere. You’ll have the stability you need to focus on looking to the future and bringing your team there with you. We also know what it takes to build a winning culture – from collaborating with diverse and curious minds to approaching challenges with new perspectives. You’ll be surrounded by peers who are visionaries in their areas – people who can collaborate with you to challenge you, help you grow, and inspire you.

Key Responsibilities
With a focus specifically on Service Desk, this role provides level 2 and 3 technical support, primarily over the phone, to associates across the enterprise to resolve complex and time-sensitive problems. This role also helps maintain the knowledge base and helps track and document activities related to staging, integration, troubleshooting, and installation of enterprise technology systems.

With a focus specifically on End User Computing, this role provides desk-side or walk-in support to end-user corporate associates, including deployment of laptops and following up on support issues handed off from the support desk.

With a focus specifically on Field Services, this role provides direct support in the form of repairs, system setup and installs, and order management to store and supply chain locations. This includes installing and maintaining computer systems and networks as well as supporting small to large-scale technology deployment projects.

In addition, this role provides mentoring, coaching and training as needed to junior staff members across the department.

The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.

• Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
• Serves as an escalation point and mentor/coach for junior staff.
• Analyzes and prioritizes incoming requests and alerts.
• Tracks and documents problem details, service request status, and resolutions into the company tracking system.
• Monitors problem resolution to achieve closure; follows up and provides status updates; follows procedures for incident escalation and notification to leadership.
• Interacts with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of external vendors to ensure quality meets contractual obligations.
• Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize, develop, and implement solutions.
• Sets up and maintains computer systems by installing and/or upgrading hardware and software as appropriate.
• Performs preventative maintenance and break/fix repairs on technology, including more complex devices.
• Contributes to and helps maintain the knowledge repository for technical support; documents workarounds for problem records; compiles information related to new technology; develops standard operating procedures (SOPs).
• Performs system backups and ensures integrity of backup media and peripherals.
• Identifies and suggests possible improvements on procedures.

Minimum Qualifications
• Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field) and 4 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware

Preferred Skills/Education
• 3 years of experience leading technical or project teams with or without direct reports  
• 3 years of experience working in a large matrixed organization
• 2 years of Lowe's Operations experience
• 3 years of experience working with third party IT vendors and/or software/hardware suppliers
• 3 years of IT experience in the retail industry
• 3 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• 2 years of work experience in an IT role requiring interaction with senior management

Benefits
• 401k with up to 4.25% match
• Discounted Employee Stock Purchase Plan (15% discount of strike price)
• Tuition-Free Education
• 10-week Maternity/Parental Leave
• 10% Associate Discount
For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.