Help Desk Agent

SCHEDULE: 40 hours/week Mon- Fri, between the hours of 7am and 9pm. Occasional Saturdays and holidays may be required.

LOCATION: 2831 Research Drive, Rochester Hills, MI 48309 | Primarily onsite with the potential for hybrid.

Build Your IT Career with SolvIT!

Are you a strong communicator who enjoys solving problems and helping people? SolvIT, Inc. is seeking a Help Desk Agent – Level 1 to provide frontline technical and customer support for clients in the automotive industry.

This entry-level opportunity is ideal for individuals with customer service experience, strong computer skills, and an interest in technology. Previous professional IT experience is not required. We provide training to help you develop the knowledge and skills needed to support our customers.

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.

About the Position

As a member of our Help Desk team, you'll be one of the first points of contact for customers seeking assistance with automotive diagnostic services, technology, and parts-related inquiries.

You'll work with customers to understand their concerns, document technical issues, and help identify appropriate solutions. When more advanced assistance is needed, you'll coordinate with our technical support team to ensure issues are addressed efficiently.

Your Day-to-Day Responsibilities

Respond to customer inquiries received through telephone, email, and chat.

Gather relevant information to understand customer concerns and determine appropriate next steps.

Record customer interactions, troubleshooting activities, and resolutions in our ticketing system.

Provide initial support for automotive diagnostic services and related technical inquiries.

Recognize issues requiring additional expertise and elevate them to Level 2 support.

Communicate clearly with customers regarding support requests and issue resolution.

Collaborate with team members, supervisors, and other departments to deliver effective customer service.

Participate in training opportunities, team meetings, and other assigned projects.

What We’re Looking For

We're seeking someone who combines excellent customer service skills with the curiosity and willingness to learn new technologies.

Required Qualifications

High school diploma or equivalent.

Customer service experience and the ability to communicate professionally with individuals of varying technical backgrounds.

Familiarity with Microsoft Windows, Microsoft Office, and general computer applications.

Strong verbal communication, active listening, and written documentation skills.

Ability to navigate multiple computer systems while assisting customers.

Strong organizational skills and the ability to manage competing priorities.

Critical thinking skills and a methodical approach to problem-solving.

Ability to work independently and contribute to a collaborative team environment.

Willingness to learn automotive technology, diagnostic concepts, and technical support processes.

Reliable attendance and flexibility to meet established scheduling requirements.

English communication skills sufficient to perform customer support and documentation duties.

Preferred Qualifications

Previous experience in a call center, customer support, or IT help desk environment.

Exposure to automotive technology, diagnostics, or technical troubleshooting.

Ability to communicate in French or Spanish in addition to English.

Physical Demands of the Role

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.

Additional Employment Requirements

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.

SolvIT offers eligible employees a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Company-provided life and disability insurance
• Paid time off
• 401(k) retirement plan with company matching contributions up to 4%
• A collaborative work environment with opportunities to expand your technical knowledge

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.