IT Service Desk Support Analyst

Hammond Lumber Company, voted 2025's Best Places to work in Maine, is seeking a Service Desk Support Analyst for our Belgrade, Maine location.

The successful candidate will provide appropriate support to end users’ requests for IT service, handle service request escalations, evaluate and diagnose problems, and make appropriate changes.

• Provides appropriate support to end users’ requests for IT service.
• Handles service request escalations from first level positions.
• Evaluates and diagnoses problems and makes appropriate changes.
• Expediently escalates issues to supporting vendors when necessary.
• Works with end users & field support in isolating and solving problems.
• Maintains and optimizes equipment daily to enhance functionality and prevent problems.
• Answers end user questions and assists them in a professional manner.
• Advises users of appropriate actions to correct malfunctions and may recommend changes in user procedures.
• Performs administrative and coordination duties, including logging of tickets and documentation.
• Mentors and trains team members to help develop and improve knowledge, skills, and performance.
• Position may require minimal travel in the Maine and New Hampshire area.
• On call every 9-10 weeks for 1 week.
• Provides advanced desktop administration for windows technologies.
• Manages computer objects, user account permissions, and group policy within Active Directory.
• Handles service request escalations from intermediate level positions.
• Acts as a primary resource for problem management and resolution.
• Installs, tests, and troubleshoots computer hardware, software, telephones, and peripheral equipment.
• Implements and advocates for information security best practices and identifies threats to security.

• 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

• High School Diploma
• 2+ years working experience with desktop support.
• Proven track record delivering solutions to end users.
• Advanced knowledge of computers and applications.
• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency, and professionalism.
• Ability to complete assignments with attention to detail and high degree of accuracy.
• Proven ability to perform effectively in a demanding environment with changing workloads.
• Result driven-demonstrate ownership & accountability.
• Identifies bottlenecks and drives improvements.
• Work independently or as part of a team and follow through on assignments with minimal supervision.
• Demonstrate professional communication.
• Apply critical thinking skills to solve business problems.
• Assist end users and offer day to day solutions.
• Utilize resources within the department.