Help Desk Agent Level 2 at Kgroupcompanies

Since 1980, K Group Companies has served as a trusted technology partner for clients across the United States, with a deep commitment to our home in West Michigan. As a third-generation, family-owned business, we pride ourselves on building intentional relationships with our customers and our own team members. We foster a culture of innovation and inclusivity, where we value collaboration just as much as we value technical excellence. Whether we are securing client environments or challenging each other to a game in our office arcade, we believe that we are truly better together.

About the Role

We are looking for a Senior Help Desk Agent Level 2 to join our team on a full-time basis. This is an on-site, pivotal role where you will act as a primary point of contact for our clients. You will be responsible for coordinating technical resolutions, managing support tickets, and helping to mentor junior staff members to elevate our overall service standards.

Key Responsibilities

• Diagnose and resolve complex technical issues for clients through phone, in-person, or remote support channels.
• Take ownership of support tickets while balancing workload, urgency, and specific client requirements.
• Mentor junior team members by sharing process knowledge and technical expertise to support their professional growth.

Requirements

To be successful in this role, you should possess a strong technical background and a commitment to high-quality customer service. We require the following qualifications:

• Extensive experience in IT, specifically working with RMM tools such as Automate or Labtech.
• Intermediate to advanced proficiency in Windows server environments and network infrastructure.
• Practical experience with physical security hardware and software, including card access and camera systems.
• Strong communication skills and the ability to explain technical concepts clearly to non-technical users.
• A collaborative mindset with proven problem-solving abilities and a professional attitude.
• Working knowledge of Linux OS is considered a plus.

Location

This position is based in the United States and requires an on-site presence.

Compensation and Benefits

We offer a comprehensive benefits package designed to support your health, well-being, and financial future. Our perks include:

• Paid time off and volunteer paid time off.
• 100% employer-paid family health, dental, and vision insurance.
• 100% employer-paid disability insurance.
• A 401k plan with annual Safe Harbor contributions.
• Opportunities for profit sharing and participation in company bonus programs.