What are the responsibilities and job description for the IT Service Desk Support Analyst position at Hammond Lumber Company?
Full-time
Description
Hammond Lumber Company, voted 2025's Best Places to work in Maine, is seeking a Service Desk Support Analyst for our Belgrade, Maine location.
Job Description
- Provides appropriate support to end users' requests for IT service.
- Handles service request escalations from first level positions.
- Evaluates and diagnose problems and make 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.
- Position may require minimal travel in the Maine and New Hampshire area.
- On call every 9-10 weeks for 1 week.
- Provides advanced desktop administration for windows technologies.
- Manages computer objects, user account permissions, and group policy within Active Directory.
- Handles service request escalations from intermediate level positions.
- Acts as a primary resource for problem management and resolution.
- Installs, tests, and troubleshoots computer hardware, software, telephones, and peripheral equipment.
- Implements and advocates for information security best practices and identifies threats to security
Full Time 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
Requirements
Education
- High School Diploma
Experience
- 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.
- Utilize resources within the department.