Associate Technology Support Technician Remote, NC (SSC) 4932 ID-2487

Your Impact

The primary purpose of this role is to provide level 1 technical support to resolve commonly reported, basic problems with technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowes Stores, Supply Chain facilities and corporate office locations. This includes creating documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. In addition, this role performs documented solutions for known hardware and software issues and routs any unresolved incidents to the appropriate support group.

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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.

What you will do

  • Provides first level technical support to resolve problems with products and applications by meeting customer service, call quality, and incident logging standards.
  • Performs tracking and documentation by entering problem details, service request status, and resolutions into the company incident management system.
  • Analyzes and prioritizes incoming requests. Attempts to resolve problems by applying documented solutions and routes problems as necessary to the appropriate resource.
  • Performs and documents break/fix repairs on personal computers, thin clients, printers, servers, mobile devices, handheld devices, and software applications to resolve incidents.
  • Initiates and supports third-party hardware and/or software vendor services, as necessary.
  • Individual Contributor

Qualifications

Minimum Qualifications

  • High School Diploma or equivalent
  • Completion of coursework or program focused on relevant technology related skills (e.g., technology related college coursework, bootcamp, certification program, technology academy)
  • Experience in customer service

Preferred Qualifications

  • Associates Degree in Computer Science, CIS, or related field
  • 1 year of experience providing first level support for IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents
  • 1 year of experience working with defect or incident tracking software
  • 1 year of experience in software installation and support
  • 1 year of IT experience in the retail industry

Compliance Officer S&P Global DJI ID-2486

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