IT Support Analyst

Job Description

PURPOSE OF ROLE:

The primary purpose of this role is to provide second level support to resolve problems with products and applications and perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. This includes responsibility for performing the setup and maintenance of computer systems by installing and/or upgrading hardware and software. The Support Analyst interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary.

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, 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 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