Hammond Lumber Company, voted 2022's Best Places to Work in Maine, is seeking a Full-Time Senior Service Desk Support Analyst for our Belgrade, Maine location.

• Provides appropriate support to end users’ requests for IT service.
• Handles service request escalations from first level positions.
• Evaluates and diagnose problems and make appropriate changes.
• Expediently escalates issues to supporting vendors when necessary.
• Works with co-workers, customer & field support in isolating and solving problems.
• Maintains and optimizes equipment daily to enhance functionality and prevent problems.
• Answers customer questions and assists customers 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 7-8 weeks for 1 week. On call pay provided.
• 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.

Hammond Lumber Information Technology Commits to the following Core Values

• To deliver service with integrity and respect.
• To respond to the technology needs of the business in a timely manner.
• To meet the technology needs of the Hammond Lumber with consistency, agility, flexibility, and foresight.
• To manage technology resources in a fiscally conservative manner.
• To support and understand each member of our team both personally and professionally.
• To encourage positive attitudes, teamwork, and open communication.

Full Time Benefits

• Medical Insurance & Prescription Drug Plan
• Dental Insurance
• Flexible Spending 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
• AFLAC Supplemental Insurance

Requirements

Education

• High School diploma

Experience

• 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.

Personal skills

• Can observe and respond to people and situations and interact with others encountered in the course of work.
• Can learn and apply new information or skills.
• Must be able to read and interpret data, information, and documents.
• 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 and deadlines.
• Result driven-demonstrate ownership and accountability.
• Identifies bottlenecks and drives improvements.
• Work independently or as part of a team and follow through on assignments with minimal supervision.
• Demonstrate open, clear, concise and professional communication.
• Ability to establish and maintain cooperative working relationships with manager, co-workers.
• Work according to a strict set of procedures within the provided timelines.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program

Experience level:

• 2 years

Schedule:

• Monday to Friday
• On call
• Weekend availability

Work Location: Hybrid remote in Belgrade, ME 04917

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