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# Systems Help Desk Specialist

- **Company:** Horwitz, Inc.
- **Location:** Minneapolis, MN, United States
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Sharepoint Document Library, Enterprise Software Applications, Software Troubleshooting, Information Technology
- **Published:** October 11, 2026
- **Apply:** https://www.juju.com/job/16_93e9e250

## About the Role

* 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.

## Description

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., 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.