Systems Help Desk Specialist

Job Description

Job Description

At Horwitz, we don’t just offer jobs—we build careers. For over 100 years, we’ve been a leader in HVAC, plumbing, electrical services, delivering exceptional service while fostering a supportive and innovative workplace. Joining our team means working with passionate professionals in a culture built on safety, accountability, professionalism, motivation, curiosity, and a can-do attitude.

We’re committed to your growth with training, mentorship, and advancement opportunities. Along with competitive benefits—you’ll be part of a company that values its employees and makes a positive impact in the community. Join Horwitz and become part of a legacy of excellence and opportunity.

Position Overview:

The Systems Help Desk Specialist serves as the first point of contact for support requests directed to the Systems team. This entry-level role provides Level 1 support for ERP+ and other enterprise tools by troubleshooting and resolving routine user issues, answering how-to questions, and triaging requests that require additional Systems or IT expertise. The specialist escalates issues when appropriate and maintains accurate, up-to-date support documentation.

Key Responsibilities:

These responsibilities generally describe the nature of the position and may not be all inclusive:

• Provide Level 1 support for ERP+ and other enterprise applications.
• Respond to user questions, system errors, access or visibility concerns, and other routine support requests.
• Troubleshoot, diagnose, and resolve issues within established procedures and available documentation.
• Serve as the initial triage point for Systems team support requests, gather relevant details, determine priority, and escalate issues requiring additional Systems or IT support.
• Communicate status, next steps, and resolutions clearly to users.
• Track and manage requests through the ticketing system, follow up as needed, and document resolutions.
• Record system changes and maintain the department’s document library, knowledge base, and support procedures.
• Identify recurring issues and opportunities to improve documentation or user guidance.
• Perform other duties as assigned.
• Conduct yourself in accordance with Horwitz core values: Safe, Accountable, Professional, Motivated, Can Do and Curious.
• Get better every day.

Skills and Abilities:

• Strong troubleshooting, analytical, and problem-solving skills.
• Strong customer service and interpersonal skills.
• Ability to explain technical concepts clearly to nontechnical users.
• Ability to manage multiple support requests, priorities, and deadlines simultaneously.
• Strong attention to detail and commitment to accurate documentation.
• Ability to gather relevant information, exercise sound judgment, and escalate issues appropriately.
• Ability to work effectively both independently and collaboratively in an on-site team environment.

Education and Experience:

• This is an entry-level position.
• A bachelor’s degree in management information systems, Computer Science, Information Technology, or a related field, or at least one year of help desk or technical support experience, is preferred.
• Experience using a ticketing system to document, manage, prioritize, and escalate support requests is also preferred.
• Recent graduates are encouraged to apply.