Help Desk Analyst

This hybrid Help Desk Analyst role supports Broad River Retail staff across corporate offices, retail locations, and distribution centers in South Portland, Maine. The position handles Tier 1 and Tier 2 IT issues with a focus on strong customer service, effective troubleshooting, and proactive issue resolution. The role offers a salary range of USD 55,000 to 60,000 per year.

Responsibilities

• Deliver high quality customer service to a diverse range of users, ensuring respectful and responsive assistance.
• Demonstrate solid troubleshooting capabilities across hardware, software, and network components.
• Manage Tier 1 and Tier 2 support requests, serving as a primary resource for problem resolution.
• Review tickets and take timely action to ensure daily closure in line with service standards.
• Perform hardware and software upgrades and repairs to maintain operational IT systems.
• Provide support for the Storis ERP system, applying in-depth knowledge typical of Tier 2 roles.
• Follow up on outstanding requests to secure timely resolutions and uphold service levels.
• Maintain help desk coverage during business hours to support continuous service delivery.
• Manage and monitor internal IT assets to ensure accurate tracking and availability.
• Participate in or lead special IT projects requiring advanced coordination and execution.
• Travel to store and distribution center locations for on-site inventory visits and in-person troubleshooting as needed.
• Additional duties may be assigned to support operations as required.

Requirements

• Proficiency with Windows 10, Windows 11, and macOS, with adaptability to emerging operating systems.
• Experience with Office 365 and Azure administration.
• Active Directory maintenance experience.
• Knowledge of Mac and PC hardware.
• Familiarity with printers, scanners, and related peripherals (including label printers and RF scanners).
• Experience using ticketing systems to track, prioritize, and resolve requests per standard SLAs.
• VOIP support experience.
• Mobile device support experience for iOS and Android.
• Client PC connectivity knowledge, including Ethernet, TCP/IP, DNS, DHCP, and VPN.
• Experience with shared drives and mappings.
• Strong customer service and troubleshooting skills.
• Ability to communicate technical information clearly to a wide range of end users, verbally and in writing.
• 3+ years of experience supporting Windows and Mac environments.
• Associate or Bachelor degree preferred; IT or networking training/certification is a plus.
• Self-starter with initiative and productivity, capable of proactively addressing requests and managing tasks with minimal supervision.

Technologies

• Windows 10, Windows 11
• macOS
• Office 365 / Azure
• Active Directory maintenance
• Storis ERP System
• VOIP
• iOS, Android
• Ethernet, TCP/IP, DNS, DHCP, VPN
• Shared drives/mappings

Benefits

• $55,000-$60,000 per year
• Medical, dental, vision, and life insurance options
• Paid time off and 401K matching contributions
• Employee discount (40%) at BRR locations
• Internal opportunities for career growth and advancement

Workplace Environment

• Ability to lift up to 15 pounds at a time
• Work arrangements include on-site, hybrid, or remote with expectations
• Ability to work independently as well as collaboratively within an office setting
• Extended periods of sitting and computer use may be required
• Effective communication skills, both verbal and written, including electronic formats
• Strong logical reasoning for both simple and complex problem solving