Help Desk Level 1
Medium, Grand Rapids, MI, United States
Help Desk Agent
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.
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.
Compensation and Benefits
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
#J-18808-Ljbffr
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.
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.
Compensation and Benefits
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
#J-18808-Ljbffr