IT Service Desk Analyst Tier I

Overview

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

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.

• 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

• 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 required. Associate degree or relevant IT certifications preferred.

• 0–2 years of experience in IT support, help desk, or customer service role. Equivalent education or training will be considered.

• 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

• 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

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