Help Desk Technician II

Dixon is looking for a Help Desk Technician II to join our I.T. team in Chestertown, MD. This person will complete help desk tasks such as answering phones, password resets, setting up computers, and providing technical support on hardware and software issues. The position is responsible for utilizing an ITSM ticketing system to properly plan, install, document, schedule and ensure the integrity of all Windows based endpoints and local peripherals. Ideal candidates should have a desire to learn and adapt, a passion for helping others, possess a positive attitude, and enjoy working with a team.

Our comprehensive benefits package is designed to support your well-being and professional growth. We offer medical, dental, and vision insurance for you and your family, competitive salary, bonus programs, and 401K retirement plan, training opportunities, tuition reimbursement, vacation and PTO, paid holidays, gym reimbursements, and more The potential targeted range for this position is $45-55K. Join us and be a part of a team that values your contributions and supports your goals

Responsibilities:

• 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.

Competencies:

• Problem Solving/Analysis.
• Basic computer, printer, and operating system knowledge
• Experience with helpdesk software preferred such as Solarwinds and Samanage,
• Strong customer service and customer relationship skills.
• Communication Proficiency through email, phone, and on paper with internal team.
• Time Management.
• Willingness to develop professionally
• Inspired to perform well and earn the opportunity to take on additional responsibilities
• This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing.
• The employee may be expected to lift and/or move items up to 50 pounds.
• Knowledge of basic networking and TCP/IP protocol.
• Basic knowledge of Active Directory

The Dixon Group is an equal opportunity employer. It is the Company's policy and practice to recruit, hire, train, and promote individuals, as well as to administer all personnel actions, compensation, and benefits, without regard to race, religion, color, sex (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, marital status, ancestry or national origin, age, disability, family medical history or genetic information, veteran status, military service, or any other factors protected by applicable law. This policy extends to all employees and applicants and to all aspects of the employment relationship.
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.)

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