Help Desk Level 2: IT Support & Troubleshooting Pro

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

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.