IT Service Desk Associate | First-Line Support

84 Lumber; North Strabane Township (PA); On-site; USD 42,000 - 60,000; Full time

Job summary

84 Lumber is seeking an Associate IT Service Desk Analyst to join the THQ Service Desk team, delivering first level technical support to stores, plants, and headquarters associates. You will own incidents, log requests accurately, and guide issues toward resolution through escalation when needed.

The role emphasizes strong customer service, effective communication, and the ability to balance multiple tasks in a fast-paced retail environment.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Demonstrated ability to ask questions to diagnose issues and determine urgency and action.
• Dedication to customer service in words and actions.
• Ability to work with minimal supervision and follow up on tickets.
• Strong multitasking, prioritization, and communication skills.
• Retail store operations or technologies experience preferred.
• HDI and/or ITIL certification preferred.

Responsibilities

• Receive and accurately log all support requests in a timely manner using the 84 Lumber Incident Management tools
• Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets
• Perform First Level support tasks including, but not limited to, cable connections and power validation, software installations, peripheral installations, restarting services on Unix and Windows based platforms, password resets and resolving issues documented in the 84 Lumber IT Knowledge System
• Meet or exceed defined standards in the areas of Phone Call Metrics, Incident SLAs and Customer Satisfaction Surveys
• Partner with other IT Teams as appropriate to help troubleshoot more complex incidents
• Perform post-resolution follow-up to ensure reported incidents have been successfully resolved
• Assist in training new service desk associates as well as customers as necessary
• Engage 3rd party support partners as required
• Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
• All other duties as assigned

Skills

Microsoft Office Suite

Outlook

Active Directory

Windows 10-11

Windows Server

ServiceNOW

Remote Desktop

SCO Unix

Aruba Networks

Avaya IP Telephony

Education

Bachelor’s Degree (Business Administration, Computer Science, MIS or related field) or equivalent experience

Tools

HP VMS

Terminal Emulation

Microsoft Remote Desktop

Job description

84 Lumber is seeking an Associate IT Service Desk Analyst to join the THQ Service Desk team, delivering first level technical support to stores, plants, and headquarters associates. You will own incidents, log requests accurately, and guide issues toward resolution through escalation when needed.

The role emphasizes strong customer service, effective communication, and the ability to balance multiple tasks in a fast-paced retail environment.