Help Desk Level II & Level III

Position Summary

Provide Tier II and Tier III help desk support, acting as the first point of contact for end-user IT inquiries across subsidiary companies; research, troubleshoot, resolve issues, document incidents, and escalate when necessary.

Responsibilities

• Respond to end-user emails, tickets, and calls to resolve computer, application, system, device, access, or performance issues.
• Research, troubleshoot, and deliver solutions using product information or solution databases.
• Guide users on methods and steps to resolve issues and prevent recurrence, providing documentation as needed.
• Document incidents in help desk systems.
• Escalate problems to appropriate levels or teams to achieve timely resolutions.
• Support installs or upgrades of software or devices.
• Set up user profiles or reset passwords.
• Advise on hardware purchases, place orders, and configure devices upon arrival.
• Meet all service level standards for response time and quality.
• Operate as a self-learner with moderate supervision.
• Perform other duties as assigned.
• International and domestic travel is required.

Requirements

• Strong ability to grasp technical knowledge quickly.
• MS Active Directory and Office 365 Administration
• Individuals who enjoy learning
• Solid math and science background
• Minimum 3 years of Help Desk experience and/or related education or training
• BS in Computer Science is not required but highly recommended
• Minimum CompTIA A+ certification or equivalent
• Understands some networking and system administration

Technologies

• MS Active Directory
• Office 365 Administration
• Sage X3 ERP
• Microsoft Server
• VMware
• Hyper-V
• AWS
• Azure
• LAN/WAN
• Switches

Benefits

• Great growth opportunity
• Health, dental and vision benefits plus disability and life insurance for full-time employees and their dependents; health insurance funded at 65% by the company
• 410K savings with company match
• Paid time off
• Flexible spending account
• Bonus opportunity
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance
• Professional development assistance

Details

• Job Type: Full-time
• Location: Novi, MI 48375 (Hybrid)
• Salary: USD 53,000 - 63,000 per year
• Ability to commute: Novi, MI 48375 (Required)
• Willingness to travel: 25% (Preferred)
• Education: Bachelor's (Required)
• Experience: Minimum 3 years