Level 2 Help Desk Engineer | AI-Powered Support

K Group Companies; Grand Rapids (MI); On-site; USD 40,000 - 52,000; Full time

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

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.