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Associate Helpdesk Analyst in Winston Salem at Liberty Hardware

Date Posted: 5/21/2018

Job Snapshot

Job Description

As a growing Masco company, Liberty Hardware Mfg. Corp. has built its reputation by offering high quality decorative and functional hardware products. Our product lines include bath hardware, bath safety, shower doors, decorative and functional cabinet hardware, hooks, hook rails and wall plates and are available under the Liberty, Delta, Brainerd, and Franklin Brass brands.


We offer our extensive line of hardware products through retailers (including The Home Depot, Lowe’s, Menards, Target and Walmart), online (including Amazon.com), kitchen and bath design showrooms, builder and hospitality, and original equipment manufacturer (OEM) distribution channels across the country.


Liberty has a unique organizational culture that employees cite as one of the things they like most about working here. One of the reasons for this is that we embrace diversity – of people, backgrounds, thinking and experiences. We want our employee population to mirror our communities and consumer population.


We are proud of our talented employees who make up one of the most collaborative and winning teams you’ll find in any workplace! When you join Liberty Hardware, you join a team of professionals who work hard, support each other, and enjoy delivering results that make a real difference for our customers and one another. In the summer of 2017, we were awarded certification as a Great Place to Work! While this certification recognizes our complete package of benefits, compensation and employee programs, it is our people and teamwork that truly make Liberty Hardware great. #GreatPlaceToWork #LibertyHardwareTeam


Essential Duties:

  • Consistently demonstrates exceptional customer service.
  • Strong team player who works collaboratively with all members of the IT organization.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems, and provides first level technology support with problem resolution. Includes all technical areas such as computers, printers, video, software, audio-visual, conference room, network access, wireless, mobile devices, etc.
  • Strives to achieve customer satisfaction by following up to ensure problem resolution; approaches problem solving from an overall solution perspective; resolves issues in a timely, respectful, considerate and concerned manner. This includes working with users directly at their desk or workspace.
  • Ability to research, troubleshoot and resolve technical problems.
  • Escalates issues as needed to appropriate IT staff, and follows up to ensure immediate resolution of critical issues.
  • Ensures proper documentation is created for all IT trouble tickets as they occur.
  • Maintains accurate inventory of all equipment, software and software licenses.
  • Self-motivated with a strong ability to work both independently and within the team.
  • Creates and maintains solid documentation for knowledge management and internal procedures, as well as end-user self-help.
  • Responsible for user system account management and setup for Active Directory and systems unique to Liberty Hardware.
  • Assist with PC setup and deployment for new employees using standard hardware, images and software.
  • Participates in onboarding new employees, introducing them to and training them on their individual desktop computing needs and tools, as well as our basic IT interaction processes and procedures.
  • Possesses a willingness and desire to engage and learn multiple platform technologies; openness and ability to design and support various platform technologies
  • Administrates, troubleshoot and resolve telephony related issues.
  • Possesses a continuous improvement mindset and proactively looks for opportunities to increase efficiencies, refine processes and cut costs with internal IT processes as well as throughout the business. Leverages this mindset to identify and implement innovative solutions for end-users.
  • Able to maintain a level demeanor when working under pressure.
  • Conducts research and recommends new products or procedures.
  • Demonstrate a Continuous Improvement mindset – through participation in events and activities that lead to financial gain, time savings, and/or waste reduction for the business.

Technical Skills Required:

  • Dell Laptops and/or desktops
  • Cell phones
  • Multi-Function printers
  • Microsoft Clients
  • Office 365
  • Knowledge of network basics
  • Knowledge of wireless basics
  • Knowledge of Active Directory

Education Requirements:

  • Associates degree in the field of Computer Science; or 1 year of related experience and/or training; or equivalent combination of education and experience.
  • Working technical knowledge of Microsoft Windows, current network protocols, and standards, Dell laptops and desktops, printers, MS office products, Hands-on hardware/software troubleshooting experience.
  • A+, or industry standard laptop/desktop certification preferred.