Help Desk Level 1
On-site · Grand Rapids, Michigan, United States
Job Summary
Help Desk Agent at K Group responsible for promptly responding to customer issues, providing technical support across phone, in-person, and remote channels, diagnosing problems, coordinating tasks across departments, and continually optimizing support processes with AI-driven tools to enhance end-user satisfaction. Must leverage RMM tools (ConnectWise RMM preferred; Automate/LabTech strongly transferable), communicate clearly with non-technical users, and collaborate effectively with technical teams in a fast-paced environment.
Required 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
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