Lowe's Companies, Inc. · 4 days ago

Technology Operations Analyst

Mooresville, NC (SSC) 1999

Full-time

Onsite

Mid Level

2+ years exp

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Responsibilities

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 procedures

Service Desk 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) • Helps create/update knowledge articles and support processes • Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise • Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software • Interacts with third-party hardware and/or software vendors by initiating support requests and supporting vendor services as necessary • May participate in projects as a project team member

End 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 needed

Field Services Responsibilities • Sets up workstations with computers and necessary peripheral devices (routers, printers etc.) • Checks computer hardware (HDD, mouse, keyboards etc.) to ensure functionality • Installs and configure appropriate software and functions according to specifications • Provides orientation and guidance to users on how to operate new software and computer equipment • Performs troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) • Maintains records/logs of repairs and fixes and maintenance schedule • Identifies computer or network equipment shortages and places orders • Performs moves, adds, and changes (MAC) requests • Performs bench tests remotely using appropriate testing procedures and software

Data Center Services Responsibilities • Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations • Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems • Performs preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, mobile devices, servers, network switches/routers, storage systems, security appliances, telecommunications equipment, mainframes, and others) • Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs • Incident Management – create and update Incident Records, coordinate with Technology Operations Center, application owners, incident managers, and vendors; escalate based on exposure, risk, and skillsets needed, leverage on call resources • Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of vendors to ensure quality meets contractual obligations, seek status updates, coordinate RMAs, and escalate as needed • Support Change Requests • Conduct Shift Handover – prepare documentation and orally review key events that occurred during one’s shift, tasks that need to be completed during the next shift, as well as other important information • Asset Management – document and update asset details, operational environments, and functional roles for all IT assets in the Data Center Information Management System • Install and document data center infrastructure (e.g., cabinets, racks, patch panels, copper cabling, fiber cabling) • Install, document, and configure compute, network, and storage systems • Perform periodic site surveys throughout each day • Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise • Generate, update, and disburse daily and weekly reports/metrics

Qualification

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Computer ScienceCISIT experienceOperationsPCClient/Server platformsHardwareMatrixed Organization ExperienceLowe's OperationsThird Party Vendor ManagementRetail IT ExperienceTechnical Documentation Writing