Service Desk Analyst

About Us

Come work with the best! At Maine Drilling & Blasting (MD&B) we work like owners because we are owners. As a majority employee-owned ESOP Company, we work with the unity of family and the determination of business owners. Our standard is to achieve operational excellence at all levels of the organization, whether we are serving internal or external customers. We are fueled by success, because we are personally vested in the outcome.

In addition to our employer-contributed Employee Stock Ownership Plan (ESOP) retirement program, we also have a traditional Company matched 401(k), health, dental, vision, life, and disability benefits.

If advancement is what you’re looking for, we offer that also. Our learning and development opportunities are industry leading, and the formula for our success is centered on promotion from within.

Intrigued? Read on to learn more about specific opportunities to join our dedicated team.

About The Opportunity

Location: Auburn, NH, in-office

The Service Desk Analyst ensures proper IT equipment operation so end users can accomplish business tasks by responding to service requests, troubleshooting issues, and resolving escalated end-user help requests. This role uses diagnostic tools, ticketing practices, and remote management capabilities to restore service, document outcomes, identify trends, and support continuous improvement, including in-person, hands-on desktop support as needed. This position reports to the IT Operations Manager.

What you will be doing:

• Maintain healthy IT ticketing practices within the IT Service Desk.
• Actively resolve escalated end user help requests, including in-person, hands-on desktop support as needed.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Build strong rapport with service desk customers and deliver excellent customer service.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Test fixes to ensure problems have been adequately resolved.
• Provide mobile phone and PC support through agentic RMM and other approved remote support tools.
• Document incidents, troubleshooting steps, and resolutions in the ticketing system to support knowledge sharing and repeatable outcomes.
• Support all aspects of Maine Drilling & Blasting’s Mission, Vision, and Culture.
• Performs other related duties as assigned.

In order to be successful in this role, here is what we will need from you:

• Ability to troubleshoot PC configurations, connectivity, and network/local issues.
• Excellent communication, analytical, and problem-solving skills.
• Working knowledge of server hardware, cloud infrastructure, software, and network configurations.
• Experience administering Windows 11, RMM agent/remote software, Microsoft Teams, Active Directory, Azure, and other SaaS products within the Company’s environment.
• Strong documentation skills and discipline in maintaining accurate ticket notes and knowledge artifacts.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Highly self-motivated and directed with keen attention to detail.
• Teamwork and excellent customer service skills required.
• Ability to communicate effectively with all levels of the organization.
• Ability to sit for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Work is performed in an office environment with periodic on-site, hands-on support at user workstations.
• Work requires frequent computer use and may involve time-sensitive restoration of service for end users.

About You

You are an experienced IT/Service Desk professional with an Associate’s Degree in Computer Science/Information Systems and at least three years of relevant or equivalent work experience. In addition to technical skills in server hardware, software, and network configurations, you are detail-oriented with superior customer service skills that ensure effective communication with team members across all levels.

Aside from technical competency, dedication, enthusiasm, hard work, integrity, honesty, and responsibility are key indicators for us in any candidate interested in joining our world-class team. Is this you? Are you excited to make a difference? If you are, go ahead and hit that APPLY button because we cannot wait to meet you!

Interested in learning more about advancement opportunities? Check out these videos:

Dante (CST) talks about what it’s like to work at MD&B: https://www.youtube.com/watch?v=zrSWPW4Qbgo
Elissa (Blaster) talks about her progression with MD&B: https://youtu.be/MS968n7l2Us
Dan (CEO) talks about career advancement opportunities: https://www.youtube.com/watch?v=gvloIft9KPY

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)