Sr IT Support Analyst
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Rockford, IL 61106
Purpose of Role:
The primary purpose of this role is to provide first and second level support to resolve difficult, complex, and/or sensitive problems with products and applications and perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. This includes responsibility for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate.
Schedule: Monday – Friday 7:00am – 4:00pm. Will be on-call Nights and Weekends. Shift may change based on business needs
Travel up to 10 times per year
+ 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).
+ Serves as an escalation point and mentor for junior staff.
+ Analyzes and prioritizes incoming requests and alerts.
+ Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions.
+ Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
+ Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate.
+ Performs preventative 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).
+ 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.
+ Bachelor’s Degree in Computer Science, CIS, or related field
+ 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
+ 3+ years’ experience within a Windows environment
+ 3+ years’ experience leading technical or project teams with or without direct reports
+ 2+ years’ experience in an IT role requiring interaction with senior management; able to delegate and track tasks to completion
+ 1+ years’ experience supporting LexMark printers and hand held devices (Motorola, Zebra, etc.)
+ 3+ years’ experience working in a large matrixed organization
+ 2+ years Lowe’s Operations experience
+ 3+ years’ experience working with third party IT vendors and/or software/hardware suppliers
+ 3+ years IT experience in the retail industry
+ 3+ years’ experience writing technical documentation or standard operating procedures related to IT technical support or deployment
+ Ability to work nights and weekends
+ Verbal Communication
+ Use of Keyboard and Mouse
+ Ability to Lift/Carry 50 lbs. without assistance
+ Ability to Stand/Walk at least 50% of the time
+ Ability to Sit at least 50% of the time
+ Ability to climb and stand on ladders/stairs
+ Ability to Reach and Kneel
+ Ability to Pull and Push
+ Ability to work in areas requiring exposure to varying temperatures, extreme heat, or cold, and/or wet, damp, or drafty conditions
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving approximately 18 million customers a week in the United States and Canada. With fiscal year 2019 sales of $72.1 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ 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 at http://www.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 at https://newsroom.lowes.com/ or follow @LowesMedia at https://twitter.com/LowesMedia on Twitter.
Job ID: 1897131BR
Line of Business: Corporate
Job Category: Information Technology
Department: LWS_USA_IT Distribution & Trans Ops So
Employment Type I: Regular
Employment Type II: Full time
Location #: 1440
Location Name: Rockford, IL
Lowe’s is an equal opportunity 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.