Hybrid IT Support Technician – Remote & Onsite

Houston Dose; Houston, Northern (TX, KY); Hybrid; USD 52,000 - 62,000; Full time

Job summary

Lowe's in Houston seeks a Level One IT support specialist to diagnose, troubleshoot, and resolve common technology issues for Pro Supply associates. You will use ITSM to document incidents and provide status updates throughout the lifecycle of each ticket.

The role involves applying documented solutions, performing break/fix tasks, monitoring progress, and escalating complex cases to appropriate teams, all within a hybrid work environment that includes onsite and remote support for branch

Qualifications

• High school diploma or GED or equivalent experience.
• Minimum 2 years of IT experience providing Level One support.
• Experience diagnosing, troubleshooting, documenting, resolving, and escalating incidents.

Responsibilities

• Provide Level One technical support for Lowe’s Pro Supply associates and partners by diagnosing, troubleshooting, resolving, and escalating issues.
• Receive, analyze, prioritize, document, and manage incidents using the ITSM platform with clear status updates.
• Apply documented solutions and SOPs to resolve issues across hardware, software, mobile devices, printers, and network services.
• Perform break/fix support for PCs, printers, mobile devices, and peripherals to restore service.
• Monitor incidents through closure, providing timely updates to stakeholders and ensuring follow-up.
• Escalate unresolved issues to appropriate technical teams and communicate clearly for efficient resolution.
• Coordinate third-party vendor services as needed, including dispatch and activity documentation.
• Support ITIL 4 aligned practices, including incident management, request fulfillment, knowledge management, and service restoration.
• Identify recurring issues and opportunities for improvement in Level One support operations.

Skills

IT support

Troubleshooting

Incident management

Remote support

Onsite support

Education

High school diploma or GED

Associate degree in IT

Tools

Freshservice

ServiceNow

BMC

Job description

Lowe's in Houston seeks a Level One IT support specialist to diagnose, troubleshoot, and resolve common technology issues for Pro Supply associates. You will use ITSM to document incidents and provide status updates throughout the lifecycle of each ticket.

The role involves applying documented solutions, performing break/fix tasks, monitoring progress, and escalating complex cases to appropriate teams, all within a hybrid work environment that includes onsite and remote support for branch