Job Overview
Location
Grand Rapids, Michigan
Job Type
Full-time
Category
Customer Support
Date Posted
May 3, 2026
Full Job Description
đź“‹ Description
- • The Help Desk Level 2 role at K Group Companies is a pivotal position responsible for efficiently coordinating and resolving technical issues reported by customers, serving as a crucial point of contact between clients and technical teams to ensure prompt and effective problem resolution.
- • Day-to-day responsibilities include responding to customer inquiries via phone, in person, or remote tools; diagnosing and troubleshooting technical problems; managing support tickets based on skills and workload; coordinating tasks across departments; monitoring workflow for timely resolution; utilizing AI assistants and data-driven methods to optimize processes; and maintaining service excellence through clear communication and follow-up.
- • K Group Companies is a locally owned, third-generation family-operated technology service provider established in Grand Rapids, MI in 1980, serving clients nationwide with a strong focus on Michigan, offering managed IT services, physical security integration, and technology solutions rooted in excellence, creativity, collaboration, and inclusivity.
- • In this role, the individual will develop advanced troubleshooting expertise, gain experience with RMM and AI-powered support tools, enhance cross-functional collaboration skills, and grow into a trusted technical advisor while contributing to process improvements and service innovation in a supportive, team-oriented environment.
🎯 Requirements
- • Previous experience in IT working with RMM tools (ConnectWise RMM preferred; experience with Automate/LabTech is highly transferable)
- • Solid understanding of common hardware and software problems with a proven track record of troubleshooting success
- • 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)
- • Strong written and verbal communication skills, with the ability to convey complex technical information clearly to non-technical users
- • Ability to prioritize and multitask effectively in a high-energy, fast-paced environment
- • A team player who can work closely with technical departments to advocate for customer needs
🏖️ Benefits
- • Competitive base salary based on experience
- • Bonus and commission programs
- • Paid Time Off (PTO) and Volunteer Paid Time Off (VTO)
- • 100% employer paid family health, disability, dental & vision insurance
- • 401k with Safe Harbor contributions from company annually
- • Profit sharing opportunities
Skills & Technologies
About K Group Companies
K Group Companies is a privately held U.S. conglomerate headquartered in Florida, operating in construction, real-estate development, hospitality, and aviation support. Through subsidiaries such as KAST Construction, K Hospitality, and K Aviation, it delivers mixed-use developments, luxury resorts, and aviation services across the southeastern United States. The group oversees projects from land acquisition and design to construction and long-term asset management, emphasizing sustainability and community integration. Founded in 1996, the company serves public and private clients, balancing growth with operational efficiency and long-term value creation.
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