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# Help Desk Level 1

- **Company:** K-group Companies
- **Location:** Grand Rapids, MI, United States
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Productivity Software, Large Language Models
- **Published:** June 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4e59d6302aaeb59f

## About the Role

Do you have experience in Workflow management (operations management method)?, * 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.

## Description

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.


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