Helpdesk Technician

Unmatched Comp Time Policy: Hours worked over 40 in a week can be reimbursed as additional pay at an equivalent hourly rate or banked as additional PTO.

At Horrocks, we believe the best work comes from companies with values, that our people are our greatest resource, and that we have a responsibility to the communities where we live and work. As a Helpdesk Technician, you are a key contributor to a reliable, people-centered digital workplace by delivering frontline IT support and ensuring employees have the tools and confidence to do their best work.

This role serves as the first point of contact for IT support and partners closely with Service Delivery leadership, Field Support Engineers, and enterprise IT teams to provide a consistent, friendly, and effective support experience across Horrocks offices.

What are the core responsibilities for the role?

• Serve as the first point of contact for IT support requests, providing timely, professional, and empathetic assistance
• Deliver support through phone, chat, and IT ticketing systems
• Troubleshoot and resolve hardware, software, network, and user account issues
• Escalate complex issues to Field Support Engineers or specialized IT teams as needed
• Support employee onboarding by preparing devices, accounts, and system access
• Assist employees with Microsoft 365, Teams, and collaboration tools
• Coordinate with HR and IT teams to ensure smooth offboarding and asset recovery
• Accurately document and manage tickets within the ITSM platform
• Monitor ticket queues and meet defined SLAs and response time expectations
• Maintain clear and proactive communication with users throughout issue resolution
• Create and update knowledge base articles and support documentation
• Assist with hardware setup, software installation, and basic device maintenance
• Maintain accurate inventory and asset tracking records
• Participate in team meetings and continuous improvement initiatives
• Provide occasional on-site or regional office support as required

Qualifications, Skills, and Competencies

• 1–3 years of experience in IT support, helpdesk, or service delivery roles
• Working knowledge of Microsoft 365, Windows, and macOS environments
• Experience with Active Directory, user provisioning, and password management
• Basic understanding of networking, VPNs, and remote connectivity
• Strong customer service and communication skills with an empathetic approach
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment
• Experience using ITSM or ticketing systems (e.g., ServiceNow, Halo, Jira)
• Bachelor’s degree in Information Systems or related field preferred
• Relevant certifications (CompTIA A+, Microsoft, ITIL Foundation) are a plus
• Must be based in a Tier 1 or Tier 2 Horrocks office to support hands-on needs
• Willingness to travel occasionally to other offices for training or coverage

Why would a candidate want this job?

At Horrocks, you can expect a competitive base salary and award-winning benefits. Including, but not limited to:

• Medical, dental, vision, life, and disability insurance
• Generous paid time off
• 401(k): 50% match of contribution up to 6%
• Professional development opportunities including in-house training
• Paid professional organization membership and professional licensure

For more information, visit our website at www.horrocks.com

Equal Opportunity Employer including disability and protected veteran status

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About Horrocks

Founded over 55 years ago, Horrocks has a long-standing history of delivering exceptional infrastructure solutions. At the heart of our company is a commitment to providing essential resources for communities and improving quality of life through innovative and forward-thinking engineering practices.

Our teams of dedicated professionals deliver high-quality results on every project and are driven by a culture of service. With our slogan "What we do matters," we strive to make a meaningful difference in the world through our work. Our approach is holistic, taking into consideration all aspects of a project to ensure it meets the needs of the present while preparing for the future.

We invest in our people and culture, recognizing that our success is dependent on the talents and dedication of our team. At our firm, we don't just build infrastructure — we build better communities.

Our hiring process

Stage 1: Applied

Stage 2: Initial Screening

Stage 3: 1st Interview

Stage 4: Offer

Stage 5: Hired