Help Desk Level 1
K Group Companies•Grand Rapids, MI
•Onsite
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
- Previous experience in IT working with RMM tools (ConnectWise RMM preferred; experience with Automate/LabTech is highly transferable).
- Solid understanding of common hardware and software problems with a proven track record of troubleshooting success.
- 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).
- Strong written and verbal skills, with the ability to convey complex technical information clearly to non-technical users.
- Ability to prioritize and multitask effectively in a high-energy, fast-paced environment.
- A team player who can work closely with technical departments to advocate for customer needs.
- Strong problem-solving skills with a creative edge and a consistently positive, professional demeanor.
Responsibilities
- Promptly respond to customer issues and inquiries, providing clear and concise communication.
- Resolve issues for clients via phone, in person, or using remote tools.
- Diagnose technical problems reported by customers and offer effective, long-term solutions.
- Work across departments to prioritize and assign tasks based on urgency and impact.
- Ensure timely resolution of technical issues by monitoring progress and diligently following up on pending tasks.
- Manage support tickets based on skills and workload while accounting for specific customer preferences.
- 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.
- Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities.
- Provide exceptional customer service by addressing concerns and ensuring overall satisfaction.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
