Vacancy expired!
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. In addition, this role provides mentoring, coaching and training as needed to junior staff members across the department. 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:- Track all maintenance activity start to finish with proper documentation
- Maintain accurate inventory on all AV systems
- Exceptional knowledge and experience with MS Teams and MS Teams Live
- 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
- Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks
- Serves as an escalation point and mentor for junior staff
- 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 tracking system
- Monitors the resolution of problems to achieve closure; follows up and provides status updates; follows procedures for incident escalation and notification to leadership
- 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
- Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions
- 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 handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)
- Contributes to and helps maintain the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology; develops standard operating procedures
- Performs system backups and ensures integrity of backup media and peripherals
- Pass on any feedback or suggestions by customers to the appropriate internal teamCoordinates meetings with vendors to resolve service failures or issues
- Identify and suggest possible improvements on proceduresProvides assistance and coaching/training to junior level associates as needed
- 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
Vacancy expired!