Mooresville, North Carolina

**Job Summary:**

The primary purpose of this role is to provide level 1 and basic level 2 technical support to resolve commonly reported, semi-complex problems with technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities and corporate office locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role responds to customer requests via phone queue, chat, and customer emails, creates/updates knowledge articles and support processes, and participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise. This role also performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software. This role interacts occasionally with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary. 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.

**Key Responsibilities:**

• Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation

• Analyzes and prioritizes incoming requests

• Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)

• Routes problems as necessary to appropriate resource (e.g., support team, vendor)

• Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system

• Monitors resolution of problems to achieve closure and provides status updates to employees and technical support team

• Performs preventive maintenance and break/fix repairs on PCs, thin clients, printers, servers, mobile devices, handheld devices, and software applications

• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatches additional service from vendors if required

• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software

**Minimum Qualifications:**

• Associate degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)

• 2 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware

• 2 years of experience requiring the use of a PC or company information system

**Preferred Qualifications:**

• Bachelor's degree in Computer Science, CIS, or related field

• 1 year of IT experience in the retail industry

**About Lowe’s:**

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 20 million customers a week in the United States and Canada. With fiscal year 2020 sales of nearly $90 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ over 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 .

**About Lowe’s in the Community:**

As a FORTUNE® 50 home improvement company, Lowe’s is committed to creating safe, affordable housing and helping to develop the next generation of skilled trade experts through nonprofit partnerships. Across every community we serve, Lowe’s associates donate their time and expertise through the Lowe’s Heroes volunteer program. For the latest news, visit Newsroom.Lowes.com or follow @LowesMedia (https://twitter.com/LowesMedia) on Twitter.

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.

Mooresville, North Carolina

Our Military Commitment

At Lowe's, our commitment to recognize, honor, and respect those who serve in our country's military is rooted in our history and informs the decisions we make today:

  • Lowe's was founded on the heels of World War II, by veteran Carl Buchan, whose leadership and vision helped us grow from a small hardware store in Wilkesboro, NC, into the FORTUNE 100® company we are today.
  • Lowe's is ranked #38 among GI Job's "Top 100 Military-Friendly Employers®".
  • Lowe's is part of the Military Spouse Employment Partnership (MSEP), working with military installation contacts to promote job opportunities to military spouses.
  • Lowe's is an Employer Support of the Guard and Reserve (ESGR) Partner.
  • Lowe's offers extended benefits for employees serving in the military.

We regularly participate in a variety of military-sponsored events and job fairs across the country, looking for more people to join the Lowe's team of military veterans. At more than 14,000 strong, our military veteran employees work in roles across our organization, from management to retail and customer support. And we demonstrate our appreciation for them in many ways, including:

  • A 10% discount to all veterans during Memorial Day, Fourth of July and Veterans Day weekends; and a 10% discount every day to all active, reserve, retired and disabled veterans who carry a valid, military-issued photo ID card.
  • Regular support for the military and the USO, including recent refurbishments to 16 USO centers across the U.S., to help welcome home our returning troops.
  • The Lowe's Employee Giving Campaign, which allows employees to set aside a portion of their paycheck, to benefit the USO and other organizations, which Lowe's will match 50 cents to the dollar.

The military instills leadership, a strong work ethic, and a passion for a job well done. It allows pioneering spirits to demonstrate their commitment to teamwork and problem solving. And these are the traits of a Lowe's employee. As you focus on your post-military career, consider exploring the employment opportunities at Lowe's.

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