IT Service Desk Analyst Tier I

Job Type Full-time 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 systemTroubleshoot and resolve common issues related to Windows, Office 365, network connectivity, printers, and account accessLog, track, and manage incidents and service requests in the ticketing systemFollow established procedures for incident management and request fulfillmentEscalate unresolved or complex issues to Tier 2 or appropriate support teamsMaintain accurate and detailed documentation of issues and resolutionsProvide clear communication and updates to end usersSupport onboarding and offboarding activitiesAssist in maintaining knowledge base documentationFollow IT security policies and report potential concerns Full Time Benefits Medical Insurance & Prescription Drug PlanDental InsuranceFlexible Spending AccountHealth Savings AccountEmployee Purchase Discount401(k) PlanDiscretionary BonusesPaid HolidaysPaid Time OffVolunteer Time OffGroup Life and Accidental Death & Dismemberment InsuranceShort Term Disability InsuranceEAP and Work Life PlanPaid Parental LeaveEmployee OutingsEmployee 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 systemsFamiliarity with Microsoft Office / Microsoft 365Basic knowledge of Active Directory preferredFamiliarity with ticketing systems is a plusBasic knowledge of computer hardware and peripherals Soft Skills Strong customer service orientationExcellent communication skillsAbility to troubleshoot logicallyStrong attention to detailAbility to prioritize and manage time effectivelyTeam-oriented with willingness to learn Additional Requirements Ability to participate in an on-call rotation and occasional travel within the local region. Salary Description $15.10 - $28.00 per hour