Help Desk Level 2

Job Description

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.

About K Group Companies

K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.

Why Work Here?

“Great, focused, team environment.”

For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.

As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!

Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

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