Technology Operations Analyst

Your Impact
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, Data Centers, 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 Data Center Services, this role supports 24x7x365 operations of Lowe's Enterprise Data Centers working with data center infrastructure, compute, network, storage, security, and structured cabling systems. This role responds to alerts and notifications, provides onsite triage, level 1, and level 2 technical support, and resolution to somewhat complex and time-sensitive problems. This role contributes to the knowledge base; tracks and documents activities related to staging, integration, troubleshooting, resolution, and installation of enterprise technology systems. This role also supports corporate initiatives or deployment projects by leading and executing small to medium scale deployment efforts for installing, upgrading, configuring, and/or maintaining hardware and software.
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.
What you will do

• 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 team
• Coordinates meetings with vendors to resolve service failures or issues
• Identify and suggest possible improvements on procedures
• Provides assistance and coaching/training to junior level associates as needed

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
• Manage, Coordinate, and Audit 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

Qualifications
Minimum Qualifications

• Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
• 2 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware

Preferred Qualifications

• Bachelor's Degree in Computer Science, CIS, or related field
• 2 years' experience leading technical or project teams with or without direct reports
• 2 years' experience working in a large matrixed organization
• 2 years Lowe's Operations experience
• 2 years' experience working with third party IT vendors and/or software/hardware suppliers
• 2 years IT experience in the retail industry
• 2 years' experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• 2 years' experience in an IT role requiring interaction with senior management
• 2 years' experience working in a Data Center (Specific to Data Center role)

ADA Requirements
Physical Demand

• Ability to hear, listen and to communicate verbally with others.
• Ability to sit and stand for long periods of time.
• Ability to use basic computer tools (e.g., keyboard, mouse, and monitor).
• Move throughout all areas of a store, distribution, or data center facility with or without a reasonable accommodation.
• Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job functions for a full shift with meal break.
• Bend, stoop, kneel, reach, twist, lift, push, pull, climb (ladders, stairs), balance, and/or crouch on a daily basis to accomplish work activities.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

Environmental

• Exposure to varying temperatures, extreme heat or cold, and/or wet, damp, or drafty conditions.
• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distraction.
• Exposure to shaking objects and equipment.

Lifting - Individuals in this job must be able to handle and move items weighing up to the following weight with or without reasonable accommodation

• Lifting and moving methods for equipment will vary depending on role of associate, weight of merchandise, and/or volume of product; associates must follow store lifting guidelines.
• A single lift by one associate should not exceed 70 pounds with or without an accommodation.
• Team lifts should be utilized minimally starting at 70 pounds, or when an individual feels a lift is beyond their personal limitations.
• Powered equipment should be used when needed depending on load and volume. (Associate must have proper training to utilize powered equipment or ask a trained coworker for assistance).

About Lowe's
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 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 employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.