Help Desk Level 2

K Group Companies•Grand Rapids, MI

About The Position

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.

Requirements

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.

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.