About Us

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.

Position Summary

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.

We Offer

• 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

Essential Duties and Responsibilities

• 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.

Qualifications

• 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

Job Type: Full-time

Pay: $53,000.00 - $63,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• IT Help Desk: 3 years (Required)

License/Certification:

• CompTIA A+ (Required)

Ability to Commute:

• Novi, MI 48375 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Novi, MI 48375