The Role
Provide first-line technical support to customers via phone, in-person, or remote tools; triage and troubleshoot hardware/software issues; own and manage support tickets; coordinate tasks across teams; use RMM and AI tools to optimize workflows; maintain customer communication and ensure timely resolution.
Summary Generated by Built In
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
Skills Required
- Previous IT experience working with RMM tools (ConnectWise RMM preferred; experience with Automate/LabTech transferable)
- Solid understanding of common hardware and software problems with proven troubleshooting success
- High comfort using AI productivity tools (LLMs), automated ticketing workflows, and advanced search tools
- Experience providing support via phone, in person, and using remote access tools
- Strong written and verbal communication skills for non-technical customers
- Ability to prioritize, multitask, and work effectively in a fast-paced environment
- Ability to collaborate across departments and advocate for customer needs
- Commitment to continuous learning and staying current with industry trends
- Provide exceptional customer service and ensure overall customer satisfaction
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The Company
What We Do
K Group Companies is a group of companies located in Grand Rapids, MI, focused on providing technology solutions for many markets throughout North America, since 1980. The IT service companies that are a part of the K Group family include Standard Computer Systems, INC, the Standard Computer Systems Office Automation Group, Data Consultants, INC, K-Data Systems, LLC and Riverview Service. Our offerings include solutions such as managed IT services, web & application development, physical security integration, office equipment solutions and a state-of-the-art data center
