What are the responsibilities and job description for the Help Desk Agent Level 2 position at K Group Companies?
Help Desk Agent Level 2
The Help Desk Level 2 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. Additionally, this role will be responsible for assisting with the guidance and growth of fellow team members.
About K Group Companies
K Group is a locally owned and operated group of technology companies that was established in 1980 and located in Grand Rapids, MI. We proudly serve clients across the United States, with a strong focus on Michigan. Our expertise spans a wide spectrum of technological 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!
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
- Troubleshoot and diagnose technical problems reported by customers, offering effective solutions
- Coordinate with different departments to prioritize and assign tasks based on urgency
- Ensure timely resolution of technical issues by monitoring progress, following up on any pending tasks
- Own support tickets based on skills, availability, and workload, while considering any customer-specific requirements or preferences
- Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities and customer support effectiveness
- Provide exceptional customer service by addressing concerns, providing updates, and ensuring overall customer satisfaction
- Mentoring junior staff, assisting with product and process knowledge. Helping to elevate the team and technical services department
Compensation and Benefits
- 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
- Bonus programs
Qualifications
- Previous experience in IT working with RMM tool (Automate/Labtech preferred)
- Working knowledge of physical security designs, hardware, and software (card access, security camera solutions etc)
- Proficiency in troubleshooting and diagnosing technical issues, with a solid understanding of common hardware and software problems
- Intermediate to high level understanding and proficiency with Windows servers
- Intermediate to high level understanding of network infrastructure
- Working knowledge of Linux OS is preferred
- Strong communications skills, both written and verbal, with the ability to convey technical information clearly
- Ability to prioritize and multitask effectively in a fast-paced environment
- Collaborative team player who can work closely with technical teams and effectively communicate customer needs
- Strong problem-solving skills, with the ability to think creatively
- Positive and professional
