What are the responsibilities and job description for the Systems Help Desk Specialist position at Horwitz?
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:
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.
- 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.
- 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.