Help Desk Level II & Level III

Help Desk Support serves as the initial point of contact for providing and maintaining end-user inquiries concerning computer usage for our subsidiary companies.

As Level II and Level III Help Desk support, We are looking for a brilliant candidate who enjoys learning new technology, is naturally inquisitive and willing to tackle new technology issues. Someone with a pleasant demeanor and attitude.

Work Environment

• We do NOT pigeonhole IT staff into small roles of repetitive tasks
• We encourage learning and discussion to advance one's career
• We encourage Career advancement: Networking, System management, Security, Programming, eCommerce, Database, ERP (Sage X3), Project Management, etc.
• Hybrid with three days in-person., * Respond to end-user emails, tickets, calls to resolve computer, application, system, device, access, or performance issues.
• Utilize product information or solution database to research, troubleshoot, and deliver solutions.
• Advise users on the methods, step, and actions to resolve and avoid future issues and provide documentation as needed.
• Document incidents using hep desk systems.
• Escalate problems to appropriate levels or teams to achieve issue resolutions.
• Support installs or upgrades of software or devices
• Set up user profiles or reset passwords.
• Advise users with hardware purchases, place hardware orders, and configure as needed upon arrival.
• Fullfill all service level standards for response time and quality.
• Self-learner with moderate supervision.
• Perform other duties as assigned
• International & Domestic travel required.

• People with exceptional innate ability to grasp technical knowledge.
• MS Active Directory and Office 365 Admininstration
• Individuals who enjoy learning.
• We are seeking individuals with strong math and science background.
• Prior Experience: 3+ year of Help Desk experience and/or Education or Training
• BS in Computer Science: not required but highly recommended
• Licenses, Certificates, Registrations: Minimum CompTIA A+ certified or equivalent
• Understands some networking and system administration.

Other Knowledge, Skills, and Abilities (Not required but nice to have)

• LAN/WAN
• ERP experience, especially Sage X3
• Microsoft Server
• VMWare and/or Hyper-V
• Cloud Platorms: AWS & Azure
• Switches
• Sage X3 ERP, * Bachelor's (Required)

Experience:

• IT Help Desk: 3 years (Required)

License/Certification:

• CompTIA A+ (Required)

Ability to Commute:

• Novi, MI 48375 (Required)

42705 Grand River Avenue, Novi, MI 48375 Hybrid work $53,000 - $63,000 a year - Full-time, Pulled from the full job description

• Professional development assistance
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, * Great growth opportunity
• Health, dental and vision benefits along with disability and life insurance for full time employees and their dependents. Health Insurance: Company pays 65% of the health insurance.
• 410K savings with company match
• Paid Time Off
• Flexible Spending Account
• Bonus opportunity, * 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

True World Group (TWG) is a holding company of multiple international companies (US, Canada, UK, Spain, Japan, Korea, China, Germany, etc.). TWG IT provides IT services to all its subsidiary companies - many of which are in the business of seafood distribution, as well as One World Market in Novi, White Wolf, Noble Fish, etc.