Help Desk Support Specialist

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. 

• →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 escalate 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.   

• 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 SolarWinds 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. 

The Dixon Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Accordingly, to the fullest extent required by applicable law, The Dixon Group strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons.

The Dixon Group is committed to protecting the privacy rights of its employees and job applicants to the fullest extent required by applicable law.  To that end, personal information will be collected solely for those legitimate business purposes recognized by law, and then maintained in a manner consistent with all applicable laws and regulations pertaining to document retention requirements.  The Dixon Group does not sell personal information to third parties, and does not share such personal information with third parties except when authorized by law to do so (e.g., in response to a lawful subpoena; mandatory tax reporting; etc.)