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Job Summary: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 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 may also directly or indirectly support corporate initiatives or deployment projects.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.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:• Direct end user support on the operation and use of collaboration tools• Provide direct assistance and training to end users in the operation of AV systems user controls• Perform routine preventive maintenance checks & services on AV systems• Perform basic troubleshooting on AV systems for break fix resolutions• Provide production support of planned events, both onsite and virtual• Perform administrative tasks such as completing service tickets, maintaining active status board on system readiness• Track all maintenance activity start to finish with proper documentation• Maintain accurate inventory on all AV systems including attic stock, and device information• Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.• Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)• Analyzes and prioritizes incoming requests and alerts• 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• Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary• Identifies recurring problems and escalates to senior staff for prioritization and investigation• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software• Performs basic preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)• Contributes to the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology• Performs system backups and ensures integrity of backup media and peripherals• Pass on any feedback or suggestions by customers to the appropriate internal team• Participates in meetings with vendors to resolve service failures or issues• Identify and suggest possible improvements on proceduresEnd User Computing Responsibilities• Installs, repairs, maintains, upgrades, and troubleshoots end-user workstations/devices and related hardware and software to deliver required deskside service levels• Troubleshoots and resolves hardware, software and user problems as they arise in a timely and accurate fashion (in-person or through a walk-up support center)• Performs software and hardware upgrades, routine maintenance, and monitoring• Installs new applications, utilities and service packs based on end-user needs• Participates in the resolution of chronic technology problems and/or other technical projects as assigned• Deploys laptops to new associates and contractors• Follows up on support needs deployed by the service desk• Performs moves, adds, and changes (MAC) requests• Helps maintain the inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as neededMinimum Qualifications:• Associate's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)• 2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardwarePreferred Qualifications:• Exceptional knowledge and experience with MS Teams and MS Teams Live• Bachelor's Degree in Computer Science, CIS, or related field• 2 years of experience working in a large matrixed organization• 2 years of Lowe's Operations experience• 2 years of experience working with third party IT vendors and/or software/hardware suppliers• 2 years of IT experience in the retail industry• 2 years of experience writing technical documentation or standard operating procedures related to IT technical support or deploymentAbout Lowe'sLowe'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.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.