Systems Support Coordinator

Encon Heating & AC•Stratford, CT

18d

About The Position

The Systems Support Coordinator / Business Systems Support Coordinator provides essential support to the IT and Business Analytics departments by coordinating device management, system permissions, reporting, and first-level troubleshooting across core business platforms. This role ensures employees, technicians, and business systems remain operational, accurate, and aligned with company standards. The coordinator will manage cell phone setups, IT tickets, warranty registrations, user access coordination, ServiceTitan support, and customer financing paperwork. Additionally, this role partners with the Business Analysis team on research, reporting, and automation development — helping the organization improve efficiency, reduce manual work, and streamline workflows. This is a high-impact support role that enables senior IT and BA staff to focus on strategic initiatives, system enhancements, and enterprise-wide technology improvements.

Requirements

1–3 years of experience in IT support, systems administration, or technical operations.
Strong familiarity with Microsoft 365 and basic IT troubleshooting.
Ability to learn new software systems quickly (ServiceTitan experience is a plus).
Strong analytical abilities and comfort working with data or reports.
Excellent organizational and prioritization skills.
Effective communication and customer service skills.
High attention to detail, especially for equipment registration, reporting, and financing paperwork.

Nice To Haves

Experience with ServiceTitan, Salesforce, or Sage Intacct.
Basic knowledge of automation tools (Power Automate, Zapier, ST automations).
Experience in HVAC, construction, or field services industries.
Exposure to ERP or field operations software.

Responsibilities

Set up, configure, repair, and troubleshoot company cell phones and tablets.
Support employees with common IT hardware issues including monitors, docking stations, peripherals, and workstation setup.
Coordinate device replacements, upgrades, and vendor repairs.
Track and maintain IT equipment inventory
Create, modify, and deactivate user accounts across internal systems (ServiceTitan, Salesforce, The Graphite Lab, etc.).
Maintain and audit user permissions to ensure compliance with role-based access and security requirements ensuring alignment with Accounting and Human Resources.
Assist with onboarding/offboarding tasks related to system access.
Provide first-level support for ServiceTitan issues including permissions, workflow questions, data corrections, and user troubleshooting.
Identify recurring issues and escalate patterns to the Business Analysis team for long-term solutions.
Assist BA team members with data research, data cleanup, and miscellaneous reporting needs.
Aid in preparation of monthly, quarterly, and ad-hoc department reports.
Support month-end close activities including data validation and cross-system audit checks.
Register HVAC equipment with manufacturers using accurate data and timely submission.
Process customer financing paperwork and ensure proper routing, documentation, and system entry.
Monitor IT ticket queues, run status reports, and follow up on open or overdue tickets.
Maintain departmental documentation, SOPs, asset inventory records, and update logs.
Work with the internal Automation Committee to test new automation features, validate business rules, and ensure functionality before rollout.
Provide feedback on workflow bottlenecks and opportunities for automation.
Assist in collecting data for automation success metrics and adoption tracking.