IT Service Desk Support Analyst

Hammond Lumber Company • Belgrade, ME

109d

About The Position

Hammond Lumber Company, voted 2025's Best Places to work in Maine, is seeking a Service Desk Support Analyst for our Belgrade, Maine location. The role involves providing appropriate support to end users’ requests for IT service, handling service request escalations, evaluating and diagnosing problems, and making appropriate changes. The analyst will work with end users and field support to isolate and solve problems, maintain and optimize equipment, and assist users in a professional manner. The position also includes performing administrative duties, mentoring team members, and providing advanced desktop administration for Windows technologies.

Requirements

• High School Diploma.
• 2+ years working experience with desktop support.
• Proven track record delivering solutions to end users.
• Advanced knowledge of computers and applications.
• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency, and professionalism.
• Ability to complete assignments with attention to detail and high degree of accuracy.
• Proven ability to perform effectively in a demanding environment with changing workloads.
• Result driven-demonstrate ownership & accountability.
• Identifies bottlenecks and drives improvements.
• Work independently or as part of a team and follow through on assignments with minimal supervision.
• Demonstrate professional communication.
• Apply critical thinking skills to solve business problems.
• Assist end users and offer day to day solutions.

Responsibilities

• Provides appropriate support to end users’ requests for IT service.
• Handles service request escalations from first level positions.
• Evaluates and diagnoses problems and makes appropriate changes.
• Expediently escalates issues to supporting vendors when necessary.
• Works with end users & field support in isolating and solving problems.
• Maintains and optimizes equipment daily to enhance functionality and prevent problems.
• Answers end user questions and assists them in a professional manner.
• Advises users of appropriate actions to correct malfunctions and may recommend changes in user procedures.
• Performs administrative and coordination duties, including logging of tickets and documentation.
• Mentors and trains team members to help develop and improve knowledge, skills, and performance.
• Installs, tests, and troubleshoots computer hardware, software, telephones, and peripheral equipment.
• Implements and advocates for information security best practices and identifies threats to security.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees