Help Desk Level 2
On-site · Grand Rapids, Michigan, United States
Job Summary
Help Desk Level 2 role focusing on promptly responding to customer issues, diagnosing and solving technical problems, and coordinating ticket workflows across departments. Responsibilities include customer interaction via phone, in-person, or remote tools; troubleshooting hardware and software issues; owning and prioritizing tickets; and leveraging AI-assisted processes to optimize issue resolution and end-user experience. Strong emphasis on communication, rapid problem-solving, multi-channel support, and collaboration with technical teams to deliver service excellence.
Required Qualifications
- Technical Experience: Previous experience in IT 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: Ability to quickly learn new software and comfortable using AI productivity tools (e.g., LLMs, automated ticketing workflows, or advanced search tools)
- Communication: Strong written and verbal skills to convey complex technical information to non-technical users
- Execution: Ability to prioritize and multitask effectively in a high-energy, fast-paced environment
- Collaboration: Team player with ability to work with technical departments to advocate for customer needs
- Mindset: Strong problem-solving skills with a positive, professional demeanor
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