Help Desk Support Specialist

Socket.dev; Chestertown (MD); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Bonus programs

401K retirement plan

Training opportunities

Tuition reimbursement

Paid vacation, PTO, and holidays

Gym reimbursements

Job summary

The Dixon Group in Chestertown, MD is seeking an on-site Help Desk Support Specialist to be the first point of contact for tech support. You will ensure a smooth computing environment and provide Level 1–2 support.

We value veterans and encourage their applications. The role includes imaging, deployments, and support across workstations, networks, and printers in a fast-paced manufacturing setting.

Qualifications

• Requires a High School diploma or equivalent; Bachelor's degree is a bonus.
• 2–4 years in IT Help Desk or Technical Support, Level 2 preferred.
• Strong knowledge of Windows, Active Directory, Microsoft 365, networking, and imaging tools.

Responsibilities

• Serve as the initial contact for technical support needs and resolve issues across workstation software, OS, networks, printers, and Internet access.
• Answer help desk calls with a problem-solving mindset; research root causes and provide first-level actions.
• Create detailed incident tickets and route to appropriate support groups for swift processing.
• Provide Level 1 and Level 2 support and troubleshoot desktop/laptop hardware and software.
• Manage escalations and alert broadcasts to keep the team informed.
• Image and deploy new computer systems; configure and install software packages.
• Assist with hardware/software installations, upgrades, moves, and password resets.
• Review user orders and tech specs; provide feedback and price quotes.

Skills

Windows

Active Directory

Microsoft 365

Network troubleshooting

Imaging tools

Customer service

Data privacy basics

TCP/IP networking

Education

High School diploma or equivalent

Bachelor’s degree (bonus)

Tools

SolarWinds

Samanage

Job description

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 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.

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 U.S.A. Based in Chestertown, Maryland, with distribution centers located worldwide. The company has a diverse workforce and a strong values-based culture. As an innovator in the hose coupling industry, our mission is to provide real solutions for our customers while fostering a supportive and collaborative work environment.

Join us and be a part of a team that values your contributions and supports your goals!

We do not provide sponsorships to work in the United States.

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 collectedsolely 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.)