Help Desk Level 2

K Group Companies

Grand Rapids (MI)

On-site

USD 40,000 - 52,000

Full time

14 days+

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Benefits offered by this job

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

Profit sharing opportunities

Job summary

A local technology service provider in Grand Rapids, MI, is seeking a Help Desk Agent to manage technical issues reported by customers. This pivotal role involves responding to inquiries, providing comprehensive support, troubleshooting technical problems, and optimizing processes for better user experience. Ideal candidates should have experience with RMM tools and a strong understanding of hardware and software solutions. Join a dedicated team that fosters collaboration and excellence in customer service, offering competitive compensation and a variety of benefits.

Qualifications

Previous experience in IT working with RMM tools.
Solid understanding of common hardware and software issues.
Ability to quickly learn new software and use AI productivity tools.
Strong written and verbal communication skills.
Ability to prioritize and multitask in a fast-paced environment.
Team player who collaborates effectively with technical departments.
Creative problem-solving skills and a positive demeanor.

Responsibilities

Respond promptly to customer issues and inquiries.
Provide technical support via phone, in person, or remotely.
Diagnose technical problems and offer long-term solutions.
Coordinate tasks across departments based on urgency.
Monitor progress and ensure timely resolution of issues.
Manage support tickets while accounting for customer preferences.
Optimize internal processes using data-driven methods.
Stay updated on industry trends and emerging technologies.
Ensure exceptional customer service and satisfaction.

Skills

Technical Experience

Technical Proficiency

Tech Adaptability

Communication

Execution

Collaboration

Mindset

Tools

ConnectWise RMM

Automate/LabTech

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