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.