Key Responsibilities
- Provide Level One technical support for Lowe’s Pro Supply associates and business partners by diagnosing, troubleshooting, resolving, and escalating commonly reported technology issues in accordance with customer service, call quality, and incident management standards.
- Receive, analyze, prioritize, document, and manage incidents and service requests using the company’s ITSM platform, ensuring accurate details are captured for issue description, troubleshooting steps, status updates, resolution, and closure.
- Apply documented solutions, knowledge articles, standard operating procedures, and remote support tools to resolve issues related to supported hardware, software, mobile devices, telecommunications equipment, printers, network connectivity, user access, enterprise applications, and other business technology services.
- Perform and document break/fix support for PCs, thin clients, printers, mobile devices, handheld devices, peripheral equipment, and supported software applications to restore service and minimize business disruption.
- Monitor assigned incidents and service requests through resolution, provide timely status updates to associates, business partners, vendors, and technical support teams, and ensure appropriate follow-up through closure.
- Escalate unresolved or complex issues to the appropriate internal technical teams or support resources, ensuring complete documentation and clear communication to support efficient resolution.
- Initiate, coordinate, and support third-party vendor services as needed, including service dispatch, follow-up, and documentation of vendor activities and outcomes.
- Support ITIL 4-aligned practices, including incident management, request fulfillment, knowledge management, escalation, communication, and service restoration to improve consistency, service quality, and first-contact resolution.
- Identify recurring issues, knowledge gaps, process opportunities, and service trends, and share feedback to support continuous improvement of Level One support operations.
- Provide technical support in a hybrid work environment, including remote support and onsite support for Lowe’s Pro Supply branch locations and the Houston headquarters, based on business needs.
Required Qualifications
- High school diploma, GED, or equivalent years of experience in lieu of education requirement, if applicable.
- Minimum 2 years of IT experience providing Level One technical support for IT systems in a business or corporate environment, including diagnosing, troubleshooting, documenting, resolving, and escalating incidents and service requests.
- Experience supporting hardware, software, mobile devices, printers, peripherals, network connectivity, user access, and business applications.
- Experience using ITSM tools or ticketing systems to document, track, prioritize, and resolve incidents and service requests.
Preferred Qualifications
- Associate degree in Computer Science, Computer Information Systems, Information Technology, or related field.
- 2 years of experience working with Freshservice, BMC, ServiceNow, or a similar ITSM ticketing platform.
- 2 years of experience with software installation, configuration, troubleshooting, and support.
- 2 years of IT support experience supporting outside sales teams, field associates, branch operations, or B2B business environments.
- Familiarity with ITIL 4 Frameworks or ITIL-aligned support practices, including incident management, request fulfillment, knowledge management, and service restoration.
About Lowe’s
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. 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.
