Technology Operations Analyst Kirkland, WA (SSC) 1395
Posted 2025-04-06Your 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 Lowes 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 Service Desk, this role provides level 2 technical support, primarily over the phone, to associates across the enterprise to resolve somewhat complex and time-sensitive problems. This role also contributes to the knowledge base and helps track and document activities related to staging, integration, troubleshooting, and installation of enterprise technology systems.
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.
With a focus specifically on Field Services, this role provides direct support in the form of repairs, system setup and installs, and order management to store and supply chain locations. This includes installing and maintaining computer systems and networks as well as supporting small to large-scale technology deployment projects.
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.
 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 oneÂs 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
Required Qualifications
 Associates Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
 2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
Preferred Qualifications
 Bachelors Degree Computer Science, CIS, or related field
 2 years of experience working in a large matrixed organization
 2 years of Lowes Operations experience
 2 years of experience working with third party IT vendors and/or software/hardware suppliers
 2 years of IT experience in the retail industry
 2 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
About LoweÂs
LoweÂs 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, LoweÂs operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., LoweÂs 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.
Pay Range: $61,300.00 - $116,500.00 annually
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
Associate Benefits (https://talent.lowes.com/us/en/joining-our-team)
 Working at one of the largest retail companies has its perks. We offer exceptional benefits and wellness programs for eligible full-time and part-time associates, tailored for many different lifestyles. Our benefits range from health, vision and dental insurance to paid vacation, tuition assistance and parental and family-building benefits. Plus, we offer learning and development opportunities to help our associates grow their skills and achieve their goals.
 Health, Dental and Vision insurance
 Life and Disability insurance
 Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
 Flexible spending and health savings accounts
 401(k) Retirement account with company match
 Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
 Education support programs, including tuition assistance and trade skills scholarships
 Business Travel Accident insurance
 Maternity and Parental leave
 Adoption assistance
 Lowes Associate Discount and broad discount platform
 Other discretionary benefits (based on eligibility) include annual bonuses, enrollment in Lowes Employee Stock Purchase Plan and/or deferred compensation plan, and grant awards
LoweÂs 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.
Apply Job!