IT Service Desk Support Analyst

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

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.