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Desk Support Specialist

SANY America · Peachtree City, GA · 1 mo ago
OTHRFull-time

About the role

As part of the Americas team, SANY is seeking a customer-focused and technically skilled IT Helpdesk Technician to provide first- and second-level technical support to employees across multiple business functions. This position is responsible for ensuring the reliable operation of desktop computers, laptops, mobile devices, printers, network connectivity, and enterprise applications while delivering exceptional customer service.

Key Responsibilities

  • Serve as the first point of contact for IT support requests via phone, email, walk-up, and ticketing system.

  • Troubleshoot hardware, software, printer, mobile device, and network connectivity issues.

  • Resolve technical issues or escalate complex problems to senior IT staff when appropriate.

  • Provide remote and onsite technical support to users across multiple SANY America locations.

  • Maintain high customer satisfaction through timely issue resolution and effective communication.

  • Install, configure, image, deploy, and support Windows laptops, desktops, tablets, and mobile devices.

  • Configure monitors, docking stations, printers, scanners, and other peripherals.

  • Maintain IT asset inventory and lifecycle documentation.

  • Clock hardware repairs, warranty replacements, and equipment disposal.

  • Assist with workstation moves and office relocations.

  • Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD).

  • Manage Microsoft 365 accounts, Exchange Online mailboxes, Teams, and SharePoint permissions.

  • Reset passwords and support Multi-Factor Authentication (MFA).

  • Aid with software licensing and application installations.

  • Perform basic troubleshooting of wired and wireless network connectivity.

  • Support VPN access and remote connectivity.

  • Aid with printer configuration and network device connectivity.

  • Escalate server, firewall, and infrastructure issues when necessary.

  • Support production floor computers, barcode scanners, label printers, Zebra printers, handheld devices, and manufacturing workstations.

  • Assist with troubleshooting ERP, warehouse management, and production systems.

  • Minimize downtime by responding quickly to manufacturing technology issues.

  • Document incidents, resolutions, and knowledge articles within the IT Service Management (ITSM) system.

  • Track support metrics including ticket resolution time and customer satisfaction.

  • Assist with onboarding and offboarding activities including workstation setup, user provisioning, and equipment recovery.

  • Support conference room technology including Teams Rooms, projectors, displays, and audio/video equipment.

  • Participate in IT projects including system upgrades, office expansions, and technology deployments.

  • Follow cybersecurity best practices and company IT policies.

  • Support endpoint security solutions and antivirus management.

  • Aid with software updates, patch management, and vulnerability remediation.

  • Report potential security incidents immediately.

Required Qualifications

  • Minimum of three (3) years of experience in a technical role involving mechanical, electrical, and hydraulic systems.

  • Excellent customer service skills with professional phone etiquette and outstanding verbal and written English communication skills.

  • Demonstrated history of providing exceptional customer support.

Preferred Qualifications

  • Proven experience providing technical support in a customer-focused environment.

  • Strong ability to understand customer needs and deliver effective solutions in a timely manner.

  • Knowledge of heavy construction equipment with the ability and willingness to quickly learn new products and technologies.

  • Strong verbal and written communication skills with the ability to build positive customer relationships.

  • Ability to effectively prioritize and manage multiple responsibilities in a fast-paced environment.

  • Process improvement mindset with a focus on efficiency and continuous improvement.

  • Adaptability, initiative, and the ability to thrive within a rapidly growing organization.

Technical Knowledge

  • Working Knowledge Of Diesel engine systems

  • Mechanical systems

  • 12V and 24V electrical systems

  • Hydraulic systems

  • Microsoft Excel, Word, PowerPoint, and other Microsoft Office applications

Required Abilities

  • Accurately identify equipment parts, systems, and components.

  • Read and interpret parts manuals, service manuals, operation manuals, electrical schematics, and hydraulic diagrams.

  • Communicate technical information clearly to customers, dealers, and internal stakeholders.

  • Deliver professional presentations and work effectively within cross-functional teams.

  • Build trust and credibility through technical expertise and responsive customer service.

  • Apply a structured Root Cause/Countermeasure methodology to troubleshooting and problem resolution.

  • Maintain a high level of energy, urgency, resilience, and accountability while supporting customer retention and satisfaction.

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