RESPONSIBILITY STATEMENTS

• Provides second level 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)
• Attempts to resolve and escalating problems as necessary to appropriate resource (e.g., support team, vendor)
• Identifies recurring problems and escalates to senior staff for prioritization
• Performs tracking and documentation by entering details of problems, the status of service requests, and resolutions into the company tracking system
• Monitors resolution of problems to achieve closure
• Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
• Performs system backups and ensures the integrity of backup media and peripherals
• Interacts with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary
• Coordinates meetings with multiple vendors to resolve service failures or issues

REQUIRED EDUCATION/EXPERIENCE

• Associate's Degree; Computer Science, CIS, or related field & 2+ IT experience in a support or operations environment working with PC or client/server platforms and/or hardware OR
• H.S. Diploma & 3+ Comparable experience without a degree

PREFERRED EDUCATION/EXPERIENCE

• Bachelor's Degree; Computer Science, CIS, or related field & 2+ IT experience in the retail industry
• 2+ Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• 2+ Experience working in a large matrixed organization (Lowe's Operations experience preferred)
• 2+ Experience working with third party IT vendors and/or software/hardware suppliers