Help Desk Level 2

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.

• 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.

• Technical
  
  Experience:
  
  Previous experience in IT working with RMM tools (Connect Wise RMM preferred; experience with Automate/Lab Tech 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 (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.

• 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