IT Service Desk Analyst Tier I

Hammond Lumber Company; Maine; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance & Prescription Drug

Dental Insurance

Flexible Spending Account

Health Savings Account

401(k) Plan

Discretionary Bonuses

Paid Holidays

Paid Time Off

Volunteer Time Off

Group Life and AD&D Insurance

Short Term Disability Insurance

EAP and Work Life Plan

Paid Parental Leave

Employee Outings

Employee Charge Accounts

Job summary

Hammond Lumber Company is seeking an entry-level IT Service Desk Analyst I for our Belgrade, Maine location. You will provide first-level technical support for hardware, software, and access, delivering excellent customer service and documenting requests for escalation where needed.

This role is ideal for someone starting a career in IT support, in a fast-paced, team-oriented environment with opportunities to grow and learn. On-site in Belgrade, with benefits and on-call rotation requirements.

Qualifications

• Entry-level IT support role requiring basic Windows, MS 365, and AD knowledge.
• Experience in enterprise IT support or help desk is preferred or equivalent education/training.
• Familiarity with ticketing systems is a plus.

Responsibilities

• Serve as the initial point of contact for end-user IT support requests via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to Windows, Office 365, network connectivity, printers, and account access.
• Log, track, and manage incidents and service requests in the ticketing system.
• Follow established procedures for incident management and request fulfillment.
• Escalate unresolved or complex issues to Tier 2 or appropriate support teams.
• Maintain accurate and detailed documentation of issues and resolutions.
• Provide clear communication and updates to end users.
• Support onboarding and offboarding activities.
• Assist in maintaining knowledge base documentation.
• Follow IT security policies and report potential concerns.

Skills

Windows OS

Microsoft 365

Active Directory

Ticketing systems

Hardware basics

Customer service

Communication

Troubleshooting

Time management

Teamwork

Education

High school diploma

Associate degree or IT certifications preferred

Tools

Ticketing software

Job description

Description

Hammond Lumber Company, voted 2025's Best Places to work in Maine, is seeking an in office IT Service Desk Analyst Tier I for our Belgrade, Maine location.

Position Summary

The Service Desk Analyst I provides first-level technical support to end users by diagnosing and resolving common IT issues related to hardware, software, and access. This role is responsible for delivering excellent customer service, accurately documenting requests, and escalating more complex issues to higher-level support teams.

This is an entry-level position ideal for candidates looking to grow their IT support career in a fast-paced, team-oriented environment.

Key Responsibilities

• Serve as the initial point of contact for end-user IT support requests via phone, email, or ticketing system
• Troubleshoot and resolve common issues related to Windows, Office 365, network connectivity, printers, and account access
• Log, track, and manage incidents and service requests in the ticketing system
• Follow established procedures for incident management and request fulfillment
• Escalate unresolved or complex issues to Tier 2 or appropriate support teams
• Maintain accurate and detailed documentation of issues and resolutions
• Provide clear communication and updates to end users
• Support onboarding and offboarding activities
• Assist in maintaining knowledge base documentation
• Follow IT security policies and report potential concerns

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 required. Associate degree or relevant IT certifications preferred.

Experience

• At least 6 months of experience in Enterprise IT support, help desk, or IT customer service role required. Equivalent education or training will be considered.

Technical Skills

• Basic understanding of Windows operating systems
• Familiarity with Microsoft Office / Microsoft 365
• Basic knowledge of Active Directory preferred
• Familiarity with ticketing systems is a plus
• Basic knowledge of computer hardware and peripherals

Soft Skills

• Strong customer service orientation
• Excellent communication skills
• Ability to troubleshoot logically
• Strong attention to detail
• Ability to prioritize and manage time effectively
• Team-oriented with willingness to learn

Additional Requirements

• Ability to participate in an on-call rotation and occasional travel within the local region.