Help Desk Agent - Level 1
Rochester Hills, Oakland County, Michigan, USA
Listed on 2025-12-31
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Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep
Help Desk Agent - Level 1 (Full Time)
Reports to:
Help Desk Manager
Location:
2831 Research Drive, Rochester Hills, MI 48309 (Onsite, with hybrid options)
Hours:
40 hours/week Mon‑Fri 7am‑9pm, with potential Saturdays and holidays as needed.
Are you passionate about technology but don’t have formal IT experience yet? This is your chance to break into the tech industry! At SolvIT, we’re looking for enthusiastic individuals with customer service skills and a knack for problem‑solving to join our team. You'll receive on‑the‑job training, gain hands‑on experience, and have opportunities to work in a dynamic and supportive environment.
About SolvIT, Inc.SolvIT, Inc. provides strategic technology solutions, including cost‑effective business automation, software development, infrastructure cloud hosting, managed IT services, and technical support services.
What does the Help Desk Agent – Level 1 do?- Answer inbound communications (phone, email, chat) from customers in an automotive diagnostic service and/or parts environment.
- Create or update tickets with timely, accurate written documentation.
- Identify and categorize customer issues to provide resolution or escalation to Level 2 support.
- Engage in various ad‑hoc projects.
- Utilize a ticket system to document and summarize issues.
- Communicate with customers, coworkers, and supervisors verbally and in writing via phone, email, IM, etc.
- Attend meetings and internal training sessions as needed.
- Work effectively in a fast‑paced and flexible environment.
- Adapt to changing projects and client needs.
- High School Diploma or equivalent.
- Reliable, consistent attendance.
- Strong computer navigation skills.
- Typing accuracy and steady pace while talking to customers.
- Ability to learn and apply automotive and IT technology concepts.
- For certain tasks, visual differentiation of varying wire colors.
- Proficiency in Microsoft Windows OS and MS Office Suite.
- Fluent in English with excellent written and verbal skills.
- Excellent customer service experience.
- Ability to explain technical concepts clearly.
- Proven multi‑tasking and deadline meeting skills.
- Problem‑solving capabilities.
- Excellent organizational skills.
- Teamwork and feedback skills.
- Remote work capability with a professional environment and dependable internet.
- Experience using Microsoft Office products.
- Experience in a call‑center/help desk environment.
- Fluent in English and French, Chinese, or Spanish (written and spoken).
- Set work schedule with some flexibility; hours may vary.
- May attend training on non‑scheduled hours with advanced notice.
- Physical demands: non‑strenuous; reasonable walking, standing, carrying light objects. Adequate lighting, ventilation, climate control.
- Work environment: office setting, moderate noise; possible early morning, night, weekend assignments, travel as needed.
- Sign company non‑compete, non‑solicitation, and non‑disclosure agreements.
- Acceptable results from a background check (criminal and driving record).
- Compliance with Form I‑9 completion timelines and policies; E‑Verify confirmation of employment authorization.
- Additional: new hires will be queried through E‑Verify; initial I‑9 completion upon acceptance; documentation required by the third day.
- Medical, Dental, Vision (little or no cost depending on coverage).
- Paid Time Off (vacation, sick, personal, holidays).
- 401(k) with company match up to 4%.
- Fun and flexible work environment.
Equal Employment Opportunity: SolvIT’s employment practices are based on job qualifications, performance, and conduct without regard to race, color, religion, national origin, age, sex, marital status, disability, sexual orientation, transgender status, and other legally protected characteristics.
Seniority level:
Entry level
Employment type:
Full‑time
Job function:
Information Technology
Industries:
Software Development
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