Sr IT Support Analyst

Lowe's Companies in Winston-Salem, NC

  • Type: Full Time
position filled

Job Description

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.

This position will be on a rotating schedule of 12-hour shifts. Training for the first 2-3 weeks will be Monday - Friday. 

RESPONSIBILITY STATEMENTS

  • Provides first and second level support to resolve difficult, complex, and/or sensitive problems with hardware, software, systems, products, and/or applications that reside in Lowe’s corporate data centers
  • Serves as an escalation point and mentor for junior staff
  • Analyzes and prioritizes incoming incidents, changes, 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 IT infrastructure systems by installing and/or upgrading hardware and software as appropriate
  • 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
  • Reviews and maintains compliance policies and procedures; educates and trains others regarding compliance requirements, issues, and or concerns.

  • Required Minimum Qualifications:

  • Bachelor's Degree in Computer Science, CIS, or related field with
  • 4+ years of experience in an IT operations environment working with PC or client/server platforms and/or hardware. Additional equivalent work experience may be substituted for the degree requirement.

  • Preferred Qualifications:

  • 4+ years of experience working in a data center
  • 3+ years of experience leading technical or project teams with or without direct reports
  • 3+ years of experience working in a large matrixed organization
  • 3+ years of experience working with third party IT vendors and/or systems solution providers
  • 3+ years of IT experience in the retail industry
  • 3+ years of experience writing technical documentation in an infrastructure development environment
  • 2+ years of experience in an IT role requiring interaction with senior management

  • ADA REQUIREMENTS
    Daily

  • Hearing/Listening
  • 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
  • Ability to work weekends
  • Ability to work 12 hour shifts
  • Monthly

  • Ability to work nights when needed.

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