Help Desk Support Specialist

Help Desk Support Specialist
Location
: 1 Dixon Square, Chestertown, MD 21620
Hours: 8:00 AM - 5:00 PM, Monday through Friday
Pay Range: $45k - $65k/annually

Make the Right Connection—Build Your Career with The Dixon Group!

The Dixon Group is looking for an on-site Help Desk Support Specialist to join our team in Chestertown, MD
! In this role, you will be the first point of contact for employees needing technical support and will help ensure that our computing environment runs smoothly and efficiently. If you enjoy solving problems, supporting others, and working collaboratively, we’d love to meet you.

At The Dixon Group, we value the contributions of our Military Veterans and proudly employ our nation’s heroes. Veterans are strongly encouraged to apply.

What You'll Do:

• Serve as the initial point of contact for all technical support needs, resolving issues across workstation software, operating systems, networks, telephones, printing, and Internet access.
• Answer help desk calls with a problem-solving mindset. You'll research root causes, provide first-level corrective actions, and seamlessly elevate complex problems to Level 2 when necessary.
• Champion our ticketing system by creating detailed, accurate incident tickets and routing them to the appropriate support groups for swift processing.
• Deliver top-tier Level 1 and Level 2 support and troubleshooting for desktop/laptop hardware and software.
• Keep communication flowing by managing support team escalations and alert broadcasts.
• Take charge of imaging and deploying new computer systems, as well as configuring, developing, and installing bundled software packages.
• Assist the broader team with hardware and software installations, upgrades, equipment moves, changes, and password resets.
• Review user-based order requests and tech specifications. You will provide helpful feedback, recommend the best solutions, and generate price quotes.
• Don't just fix it—teach it! Advise, train, and assist our team members on the optimal use of their equipment while promoting our technical standards.
  Strictly follow all privacy and compliance regulatory requirements, implementing and maintaining proper security controls on all endpoints.

What We’re Looking For:

• A High School diploma or equivalent is required (a Bachelor's degree is a great bonus!). Previous direct experience in an IT role is strongly preferred.
• 2–4 years of experience in an IT Help Desk or Technical Support role (Level 2 experience preferred).
• Strong working knowledge of Windows, Active Directory, Microsoft 365, network troubleshooting, and computer imaging tools.
• Excellent communication and interpersonal skills. You can explain complex tech concepts to non-technical users with patience and empathy.
• A solid understanding of data privacy laws and basic endpoint security controls.
• Working knowledge of basic computer hardware, printers, and Windows operating systems. You should also have a foundational understanding of networking concepts TCP/IP and Active Directory basics.
• Familiarity with help desk and ticketing platforms (experience with systems like Solar Winds or Samanage is highly preferred).
• Strong analytical skills with the ability to quickly diagnose and resolve technical puzzles.
• Outstanding customer service skills and a knack for building positive working relationships. You communicate clearly and professionally—whether in writing, over the phone, or face-to-face.
• Effective time-management skills with the ability to seamlessly prioritize multiple tasks. Most importantly, you bring a genuine willingness to learn, grow, and take on additional responsibilities over time.
• To successfully perform the duties of this role, you must be able to meet physical demands that include standing, walking, bending, and safely lifting or moving equipment weighing up to 50 lbs.

What We Offer:

• Medical, dental, and vision insurance for you and your family
• Competitive salary
• Bonus programs
• 401K retirement plan
• Training opportunities
• Tuition reimbursement
• Paid vacation, PTO, and holidays
• Gym reimbursements, and more!

Who We Are
:

The Dixon Group is a global, family-owned manufacturing company with a history of over 100 years of operation in the…