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Curiosity wanted. Innovation required.
The Role
Provide Level One technical support for Lowe's Pro Supply associates: triage, document, resolve, and escalate incidents using ITSM tools; perform break/fix for PCs, printers, mobile devices; support hybrid onsite and remote branch operations and follow ITIL-aligned practices.
Summary Generated by Built In
Key Responsibilities
Required Qualifications
Preferred Qualifications
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.
- 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.
- Support ITIL 4-aligned best 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 or 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.
Skills Required
- High school diploma or GED or equivalent years of experience
- Minimum 2 years of IT experience providing Level One technical support
- 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
- 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
What the Team is Saying
Seemantini Godbole
EVP, Chief Digital & Information Officer
Vivek B.
Director, Software Engineering
Laura M.
Lead Software Engineer
Hannah W.
Product Manager
Margot F.
Sr. Manager, Software Engineering
Rachel L.
Product Manager
Morgan S.
Associate Product Manager
Elaina W.
VP Applied AI, Data Products & Analytics
Anyae B.
Human Resources Director
Laura B.
Store Manager
Wayne E.
Senior Operations Manager
Elaine W.
VP Data Products, Applied AI, and Analytics
Jerry G.
Inclusion Network Leader
Sara K.
Inclusion Network Leader
Emily H.
Associate Merchant
Brook G.
HR Intern
Keshan J.
Sr. Field Merchant
Adam K.
Assistant Marketing Manager
Robin C.
Product Manager Inventory Replenishment and Planning
Cesar G.
Operations Manager Contact Center
Shari F.
Finance Manager
Jason B.
Store Manager
Benjamin C.
Merchandising Service Associate
Marvin Ellison
President & CEO
Grayson H.
VP Pricing, Promotions & Credit
Seemantini Godbole
EVP, Chief Digital & Information Officer
Lowe’s Compensation & Benefits Highlights
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Retirement Support — A company 401(k) with employer match supports long‑term savings for eligible associates. Ownership opportunities via a discounted employee stock purchase plan further strengthen financial benefits.
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Parental & Family Support — Paid maternity and parental leave, plus adoption and family‑forming supports, provide meaningful time and resources for growing families. Return‑to‑work support and dependent care resources extend this coverage.
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Inclusive Benefits Coverage — Medical, dental, and vision coverage are available to regular full‑time and part‑time associates alongside mental‑health and EAP resources. Access for part‑time associates stands out in retail and broadens participation in core benefits.
Lowe’s Insights
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The Company
What We Do
It’s curious to think of innovation and stability co-existing. But we pair a 100-year track record of success with a hunger to do things differently. Everyone is in the work — tackling complex problems where your impact can build back or build up the communities we serve. We fill our halls with curious minds from all walks of life. Our differences make us stronger, which is why our leaders build cultures of recognition and inclusion. You are heard, and your curiosities are celebrated and championed here.
Why Work With Us
We have built a space where the curious can move freely. Up in title, up in skills, to the side with teams, or back to try something completely new. We help you find your path — because when you win, we all win.
Gallery
Lowe’s Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
2 days a week
