Help Desk Support Specialist

Dixon Valve•Chestertown, MD

6h•$45,000 - $65,000•Onsite

About The Position

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.

Requirements

A High School diploma or equivalent is required.
2–4 years of experience in an IT Help Desk or Technical Support role.
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.
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.
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.

Nice To Haves

A Bachelor's degree is a great bonus!
Previous direct experience in an IT role is strongly preferred.
Level 2 experience preferred.
Familiarity with help desk and ticketing platforms (experience with systems like SolarWinds or Samanage is highly preferred).
A genuine willingness to learn, grow, and take on additional responsibilities over time.

Responsibilities

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.
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.