Help Desk/Dispatcher
Salary: $35,000-$60,000
Benefits: 401K, Dental, Life, Medical, Vision
Employment Type: Full-Time
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!”
We are seeking a Help Desk candidate to join our team! You will be helping customers resolve any type of technical issue.
General Summary
The IT Help Desk provides excellent customer service by assisting with basic technical issues and finding solutions.
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
- 401K with Safe Harbor contributions from company annually
- Profit Sharing opportunities
- Bonus programs
- Periodic Bonus Opportunities
Responsibilities
- Provide technical assistance with computer hardware and software.
- Resolve issues for clients via phone, in person, or using remote tools.
- Recommend hardware and software improvements.
- Track customer issues and resolutions
- Coordinate with other Level I, Level II and Level III assets
- Effectively communicate support tickets to technicians, providing all relevant details and ensuring they possess necessary information to effectively address the issues.
- Assign support tickets to appropriate technicians based on skills, availability, and workload, while considering any customer-specific requirements or preferences.
Skills
- Excellent communication skills
- Troubleshooting and problem-solving
- Ability to explain technical information clearly.
- Ability to prioritize and multitask efficiently.
- Knowledge of call tracking applications
- Collaborative team spirit
- Analytical and process-oriented approach
- Ability to learn new software and hardware.
Qualifications
- Previous experience in IT working with RMM tool (Automate/Labtech preferred)
- Good time management
- Ability to build rapport with clients.
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
- Must be able to pass background checks.
About K GROUP Companies
Since 1980, K Group Companies is a locally owned and operated group of technology companies. Located in Grand Rapids, MI, with a focus on providing technology solutions for many markets through North America. Many of our team members who have been here for 15+ years bring in friends and family on to the team. Our core beliefs focus strongly on community, family and integrity believing we’re “Better Together”.
