Help Desk Agent - Level 1

SolvIT, Inc.; Rochester Hills (MI); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

FSA

Life Insurance

401(k)

Job summary

SolvIT, Inc. in Rochester Hills, Michigan is seeking a Help Desk Agent Level 1 to support customers with IT and automotive diagnostic inquiries. You will receive on‑the‑job training, document issues, and use a ticketing system to log interactions in a fast-paced environment.

The role requires a high school diploma, reliable attendance, and strong English communications. Some travel, flexible hours, and the potential for hybrid work are part of the benefits package.

Qualifications

• High School Diploma or equivalent required.
• Reliable, consistent attendance required.
• Comfortable with multiple computer systems and applications.
• Ability to document information in real time while assisting customers.
• Proficiency with Windows OS and MS Office Suite.

Responsibilities

• Answer inbound communications (phone, email, chat) from customers in a diagnostic/service environment.
• Create or update tickets with timely documentation.
• Identify and categorize issues for resolution or escalation.
• Use a ticketing system to document and summarize issues.
• Communicate clearly with customers and team members.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Adaptability

Attention to detail

English proficiency

Education

High School Diploma or equivalent

Tools

Microsoft Windows OS

MS Office Suite

Ticketing system

Job description

DAYS/HOURS: 40 hours/week Mon- Fri, between the hours of 7am and 9pm and can include some Saturdays and holidays as needed.

This is an onsite position with opportunity for hybrid work, subject to change based on business requirements.

Kickstart Your Career in Tech!

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 as Help Desk Agent Level 1. You'll receive on-the-job training, gain hands‑on experience, and have opportunities to work in a dynamic and supportive environment. If you’re ready to turn your interest in tech into a rewarding career, we want to hear from you!

Who is SolvIT, Inc.?

SolvIT, Inc. provides a strategic approach to technology, leveraging cost‑effective business automation solutions for our customers. Our solutions include software development, infrastructure cloud hosting, managed IT services, and technical support services.

Based out of Rochester Hills, Michigan, we continuously strive to provide excellent customer service by building a team of individuals that are caring, service‑focused, change leaders, who believe in teamwork. We know that our team members are vital to our success, and we are continuously seeking individuals who will thrive as part of our innovative and talented staff.

What does the Help Desk Agent – Level 1 do?

Under direct supervision, aHelp DeskAgent – Level 1 is responsible for:

Answering inbound communications (phone calls, emails, chats) from customers from an automotive diagnostic service and/or parts environment

Creating or updating tickets with timely, accurate written documentation

Identifying and categorizing customer issues to either provide resolution or elevate to Level 2 support

What you will be doing?

Utilize a ticket system to document and summarize issues

Communicate to customer base, coworkers, supervisors both verbally and in writing via phone, email, IM, etc.

Attends meetings, internal training sessions as needed

Able to work in a fast‑paced and flexible work environment.

At times, projects and client needs require adaptability and agility to adjust work duties

What makes you qualified?

High School Diploma or equivalent

Reliable, consistent attendance is required

Comfortable working across multiple computer systems and applications

Able to document information in real time while assisting customers

Ability to learn and apply automotive and IT technology and concepts

For certain tasks, must be able to visually differentiate varying degrees of wire colors.

Proficiency in Microsoft Windows OS and MS Office Suite

Fluent in English, with excellent written and verbal skills

Excellent customer service experience with the ability to interface with diverse client base with variable technical knowledge

Demonstrated ability to make difficult concepts easy to understand

Proven ability to effectively manage multiple priorities and meet deadlines

Strong critical thinking and problem‑solving abilities

Possess excellent organizational skills

Ability to work in a team environment; provide/receive feedback to/from various team members

Ability to work remotely with a dedicated, professional, low background noise environment with dependable internet service that can accommodate all necessary software applications with no bandwidth/connectivity issues

Willingness to learn new technologies and adapt quickly

What makes you an All‑Star?

Experience using Microsoft Office products

Experience in a call‑center/help desk environment

Fluent in both English and French, or Spanish written and spoken.

Can you meet these physical demands?

A set work schedule will be provided, but some flexibility is required as hours may vary due to need.

Attending training on non‑scheduled hours may be required periodically. Advanced notice will be provided.

Physical demands:Non‑strenuous with low risk; primarily sedentary with some walking, standing, and carrying of light objects; Adequately lighted, ventilated and climate‑controlled area where normal precautions must be observed. For certain tasks, must be able to visually differentiate varying degrees of wire colors.

Work environment:Work is generally performed within a normal office environment using standard office equipment; Moderate noise typical of a business office; Travel for company business may be required to attend off‑site meetings, etc; May require early morning, night, and weekend work assignments; Interaction with contracted providers, staff and vendors by phone and face‑to‑face will be constant and may be disruptive; Work may be stressful at times.

Do you have clearance to work?

Signing the Company non‑compete, non‑solicitation and non‑disclosure agreements.

Acceptable results from a Company initiated background check.

Compliance with the federal Form I‑9 completion timelines and policies and confirmation of employment authorization by the U.S. federal electronic system, E‑Verify

All newly‑hired employees are queried through the U.S. federal electronic employment verification system, E‑Verify. Section 1 of the Form I‑9 may be completed upon your acceptance of this job offer, but no later than your first day of employment. On your first day, but no later than your third day, you will need to bring original documentation to verify your eligibility to work in the U.S.

What’s in it for you?

Medical, Dental, Vision, Dependent Care FSA, Medical FSA, and Life & Disability Insurance

Paid Time Off

401(k), company matches up to 4%

Fun and flexible work environment

Equal Employment Opportunity: SolvIT’s employment practices and decisions are based on job qualifications, performance, and conduct without regard to race, color, religion, national origin, age, sex (including pregnancy and conditions related to pregnancy), marital or veteran status, height, weight, disability, genetic information, misdemeanor arrest record, sexual orientation, transgender status, or any other legally protected status.