Help Desk Agent - Level 1
Job Description
JOB TITLE
Help Desk Agent - Level 1
REPORTS TO
Help Desk Manager
JOB TYPE
Full Time
DAYS/HOURS
40 hours/week Mon- Fri, between the hours of 7am and 9pm and can include some Saturdays and holidays as needed.
LOCATION
2831 Research Drive,Rochester Hills, MI 48309
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, a Help Desk Agent - 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 escalate to Level 2 support
- Various ad hoc projects
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