First-Line IT Service Desk Analyst — Grow & Resolve

84 Lumber; Eighty Four (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

84 Lumber is seeking an Associate IT Service Desk Analyst to join the THQ Service Desk, providing first level technical support to store, plant, and THQ associates.

You will own issues, log requests, perform basic troubleshooting, and escalate when needed, ensuring quick resolution and excellent customer service in a fast-paced retail environment. This is a full-time role with 45 hours per week and minimal travel.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, MIS or related field, or equivalent experience.
• Entry-level to mid-level experience with Microsoft Office Suite, Outlook, and IT support tools.
• Familiarity with ServiceNOW, Active Directory, Windows 10-11, and Windows Server.
• Ability to ask clear questions to diagnose issues and determine urgency.
• Strong customer service focus and ability to work with minimal supervision.

Responsibilities

• Log all support requests in incident management tools.
• Identify and resolve known issues using IT knowledge and knowledge assets.
• Provide first level support for hardware, software, and peripherals.
• Escalate complex incidents to appropriate IT teams.
• Follow up after resolution to ensure issues are resolved.
• Assist in training new service desk associates.
• Coordinate with third-party support as needed.

Skills

Customer service

Communication skills

Multi-tasking

Analytical skills

Team collaboration

Problem solving

Education

Bachelor’s Degree in Business Administration, Computer Science, MIS or related field

Tools

Microsoft Office Suite

Outlook

ServiceNOW

Active Directory

Windows 10-11

Windows Server

Remote Desktop

HP Server

Laptops and Desktop hardware

HP VMS

Terminal Emulation

SCO Unix

Aruba wired and wireless networks

Avaya PBX/IP Telephony

Job description

84 Lumber is seeking an Associate IT Service Desk Analyst to join the THQ Service Desk, providing first level technical support to store, plant, and THQ associates.

You will own issues, log requests, perform basic troubleshooting, and escalate when needed, ensuring quick resolution and excellent customer service in a fast-paced retail environment. This is a full-time role with 45 hours per week and minimal travel.