IT Service Desk Analyst Tier I

Join Hammond Lumber Company onsite in Belgrade, ME as an entry-level IT Service Desk Analyst Tier I, delivering first-level support to end users and ensuring issues are documented and routed correctly.

Responsibilities

• Act as the initial contact for end-user IT support requests via phone, email, or a ticketing system
• Diagnose, troubleshoot, and resolve common issues across Windows, Office 365, network connectivity, printers, and account access
• Log, track, and manage incidents and service requests in the ticketing system
• Follow established procedures for incident management and request fulfillment
• Escalate unresolved or complex cases to Tier 2 or the appropriate support teams
• Maintain accurate documentation of issues, actions taken, and resolutions
• Provide clear communication and status updates to end users
• Support onboarding and offboarding activities
• Assist with maintaining knowledge base documentation
• Adhere to IT security policies and report potential security concerns

Requirements

• High school diploma required; associate degree or relevant IT certifications preferred
• At least 6 months of experience in Enterprise IT support, help desk, or IT customer service; equivalent education or training considered
• Basic understanding of Windows operating systems
• Familiarity with Microsoft Office and Microsoft 365
• Basic knowledge of Active Directory preferred
• Familiarity with ticketing systems is a plus
• Basic knowledge of computer hardware and peripherals
• Strong customer service orientation and communication skills
• Ability to troubleshoot logically and maintain attention to detail
• Ability to prioritize and manage time effectively
• Team-oriented with willingness to learn
• Ability to participate in an on-call rotation and occasional local regional travel

Technologies

• Windows
• Office 365
• Microsoft Office
• Microsoft 365
• Active Directory
• Ticketing systems

Benefits

• Medical Insurance & Prescription Drug Plan
• Dental Insurance
• Flexible Spending Account
• Health Savings Account
• Employee Purchase Discount
• 401(k) Plan
• Discretionary Bonuses
• Paid Holidays
• Paid Time Off
• Volunteer Time Off
• Group Life and Accidental Death & Dismemberment Insurance
• Short Term Disability Insurance
• EAP and Work Life Plan
• Paid Parental Leave
• Employee Outings
• Employee Charge Accounts

Position Summary

• Provide first-level technical support to end users by diagnosing and resolving common IT issues related to hardware, software, and access
• Deliver customer service, accurately document requests, and escalate more complex issues to higher-level support teams
• Entry-level role designed for candidates looking to grow an IT support career in a fast-paced, team-oriented environment

Location: Belgrade, ME (onsite) | Compensation: USD 15 - 38 per hour