Tier 1 Service Desk Analyst

Location: Belgrade, Maine (100% On-Site)



On-Call Rotation Required

Company Overview
Our client is a well-established retail organization with 34 locations throughout the region. The IT team supports a large and growing retail environment, including store acquisitions, system migrations, infrastructure support, and day-to-day end-user technology needs.
This is an excellent opportunity for an entry-level IT professional who enjoys hands-on troubleshooting, customer interaction, and learning a wide range of technologies. The environment is fast-paced, highly collaborative, and offers exposure to desktop support, networking, infrastructure, and field support responsibilities.

Position Summary
The Tier 1 Service Desk Analyst serves as the first point of contact for all IT support requests across the organization. This individual will provide phone, remote, and onsite support for users across retail locations while ensuring a high level of customer service and professionalism. The ideal candidate is eager to learn, enjoys helping people, communicates well, documents processes thoroughly, and is comfortable troubleshooting a variety of technical issues. This role offers exposure to Active Directory, Azure, networking, VoIP systems, hardware support, store infrastructure, acquisitions, and system migration projects.

What Makes This Role Unique

• Support 34 retail locations across the region
• Participate in store acquisitions and technology migrations
• Opportunity to travel to stores for hands-on support
• Exposure to infrastructure, networking, and systems administration
• Annual Hammond Lumber conference with vendors and technology partners
• Work alongside a team of 7 desktop support professionals (4 Tier 1 technicians)

Key Responsibilities
Service Desk & End User Support

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system
• Troubleshoot hardware, software, printer, network, and account-related issues
• Provide support for Windows environments and Microsoft 365 applications
• Resolve issues related to password resets, user access, and account management
• Support VoIP phone systems and related troubleshooting

Infrastructure & Systems Support

• Assist with Active Directory user administration
• Support Azure-based services and user access requests
• Troubleshoot basic networking issues involving switches, routers, and connectivity
• Respond to store outages and emergency support incidents
• Escalate complex issues to higher-level support teams when necessary

Documentation & Process Improvement

• Maintain detailed ticket documentation within Zoho
• Create and update technical documentation and knowledge base articles
• Document troubleshooting procedures and recurring solutions
• Contribute to process improvement initiatives

Field Support

• Travel to retail locations as needed for onsite support
• Assist with store technology deployments, upgrades, and migrations
• Participate in acquisition-related technology integration projects

On-Call Support

• Participate in rotating on-call coverage schedule
• Respond to critical outages and emergency support situations
• Receive a $350 stipend for weekend on-call coverage, plus hourly compensation for time worked

Required Qualifications
Education

• High School Diploma or GED required
• Associate's Degree in Information Technology preferred
• Relevant certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus

Experience

• 0-2 years of IT Support, Help Desk, Desktop Support, or Customer Service experience
• Internship experience will be considered
• Equivalent technical education or training may be considered

Technical Skills

• Basic Windows troubleshooting experience
• Familiarity with Microsoft Office / Microsoft 365
• Exposure to Active Directory preferred
• Familiarity with ticketing systems (Zoho experience is a plus)
• Basic understanding of networking concepts including:
  • TCP/IP
  • Switching
  • Routing
  • Network connectivity troubleshooting
• Basic printer and peripheral support experience

Soft Skills

• Excellent customer service skills
• Strong verbal and written communication
• Ability to remain calm under pressure
• Strong troubleshooting and critical-thinking skills
• Highly organized with strong documentation habits
• Eager to learn and grow within IT
• Team-oriented mindset
• Positive attitude and willingness to help others

Physical Requirements

• Ability to lift and move computer equipment and peripherals
• Comfortable traveling to store locations
• Ability to work in retail and warehouse environments as needed

Compensation & Benefits
Compensation

• $21-$28/hour
• Weekend On-Call Stipend: $350 per assigned weekend
• Additional hourly compensation for hours worked during on-call events

Benefits

• Medical Insurance & Prescription Drug Coverage
• Dental Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k)
• Employee Purchase Discount
• Discretionary Bonus Opportunities
• Paid Holidays
• Paid Time Off
• Volunteer Time Off
• Paid Parental Leave
• Group Life & AD&D Insurance
• Short-Term Disability Insurance
• Employee Assistance Program (EAP)
• Employee Outings & Events
• Employee Charge Accounts