Help Desk Technician

Help Desk Technician
Location: 1 Dixon Square, Chestertown, MD 21620
Work Hours: 8:00 AM to 5:00 PM, Monday through Friday
Salary Range: $45-$65k

Make the Right Connection—Build Your Career with Dixon!

The Dixon Group is seeking a skilled and customer‑focused Help Desk Technician to join our IT 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.

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.

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:

•  Acts as initial contact for all technical support required for computer workstation software, telephone, network, operating system, printing, and Internet access problems.
• Duties include answering the help desk phone, effectively researching issues to find the root issue, first level corrective action, problem escalation to second level when necessary, and properly document each incident with detail.
• Create incident tickets to document issues and route tickets to appropriate support group for processing.
• Provide onsite and remote Level 1 & 2 support / troubleshooting of desktop and laptop hardware / software issues.
• Coordinate support team escalations and alert communications
• You will be expected to assist the team with performing installs, password resets, upgrades, moves, and changes for computer hardware, software, and printers.
• Responsible for the imaging and deployment of computer systems, configures, develops, and installs bundled software packages
• Review user based order requests and specifications; provides feedback with recommendations and price quotes as required.
• Advise, train, and assist users on optimum use of equipment and follows technical standards.
• Follows all Privacy and Compliance regulatory requirements and implements proper security controls on endpoints.

What We're Looking For:

• High school diploma or equivalent required; Bachelor's degree preferred.
• Previous direct experience in IT is strongly preferred. 
• Strong problem‑solving and analytical skills.
• Working knowledge of basic computer hardware, printers, and operating systems (Windows).
• Experience with help desk/ticketing platforms (e.g., SolarWinds, Samanage) preferred.
• Excellent customer service skills and the ability to build positive working relationships.
• Clear and professional communication skills—written, verbal, and interpersonal.
• Effective time‑management skills and the ability to prioritize multiple tasks.
• Willingness to learn, grow, and take on additional responsibilities over time.
• Basic understanding of networking concepts (e.g., TCP/IP).
• Familiarity with Active Directory basics.
• Ability to meet physical demands of the role, including standing, walking, bending, and lifting or moving items up to 50 lbs.

What We Offer:

• Competitive pay with shift premium
• Bonus and incentive programs
• Medical, dental, and vision insurance for you and your family
• 401K retirement plan
• Tuition reimbursement and training opportunities
• Paid vacation, holidays, and PTO
• Gym reimbursements, and more!

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

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.)