Help Desk Level 2

3M HEALTHCARE; Grand Rapids (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Health insurance

401k with company contributions

Profit sharing

Job summary

K Group is seeking a Help Desk Agent to promptly address customer IT issues and coordinate with technical teams. You will diagnose problems, provide clear guidance, and resolve requests through phone, on-site visits, or remote tools.

The role emphasizes strong communication, rapid learning of new software, and a proactive approach to improving end-user support using data-driven methods.

Qualifications

• Experience with IT support and RMM tools such as ConnectWise RMM.
• Strong troubleshooting skills across hardware and software.
• Ability to learn new software quickly and use AI productivity tools.
• Clear written and verbal communication with non-technical users.

Responsibilities

• Interact with customers to respond to issues and inquiries clearly.
• Provide technical support via phone, in person, or remote tools.
• Diagnose problems and offer effective long‑term solutions.
• Coordinate tasks across departments based on urgency and impact.
• Monitor progress and follow up to ensure timely resolution.
• Own tickets and prioritize based on customer preferences.

Skills

RMM tools

Troubleshooting

AI productivity tools

Tools

Automate/LabTech

Job description

Help Desk Agent

The Help Desk role at K Group is a pivotal position responsible for efficiently coordinating and resolving technical issues reported by customers. As a crucial point of contact, you will interact with customers and our technical teams, ensuring prompt and effective problem resolution.

Responsibilities

• Customer Interaction: Promptly respond to customer issues and inquiries, providing clear and concise communication.
• Technical Support: Resolve issues for clients via phone, in person, or using remote tools.
• Troubleshooting: Diagnose technical problems reported by customers and offer effective, long-term solutions.
• Task Coordination: Work across departments to prioritize and assign tasks based on urgency and impact.
• Workflow Management: Ensure timely resolution of technical issues by monitoring progress and diligently following up on pending tasks.
• Ticket Ownership: Manage support tickets based on skills and workload while accounting for specific customer preferences.
• Process Optimization: Maintain a forward-thinking approach to technical support by utilizing AI assistants and data-driven methods to optimize internal processes and improve the end-user experience.
• Continuous Learning: Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities.
• Service Excellence: Provide exceptional customer service by addressing concerns and ensuring overall satisfaction.

Qualifications

• Technical Experience: Previous experience in IT working with RMM tools (ConnectWise RMM preferred; experience with Automate/LabTech is highly transferable).
• Technical Proficiency: Solid understanding of common hardware and software problems with a proven track record of troubleshooting success.
• Tech Adaptability: Demonstrated ability to quickly learn new software and a high level of comfort using AI productivity tools (e.g., LLMs, automated ticketing workflows, or advanced search tools).
• Communication: Strong written and verbal skills, with the ability to convey complex technical information clearly to non-technical users.
• Execution: Ability to prioritize and multitask effectively in a high-energy, fast-paced environment.
• Collaboration: A team player who can work closely with technical departments to advocate for customer needs.
• Mindset: Strong problem-solving skills with a creative edge and a consistently positive, professional demeanor.

Compensation and Benefits

• Competitive base salary based on experience
• Bonus and commission programs
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VTO)
• 100% employer paid family health insurance premium
• 100% employer paid disability insurance
• 100% employer paid dental & vision insurance
• 401k with Safe Harbor contributions from company annually
• Profit sharing opportunities