Desk Support Specialist

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., * 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.

Desktop & Device Management

• 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
• Coordinate hardware repairs, warranty replacements, and equipment disposal.
• Assist with workstation moves and office relocations

Microsoft 365 & User Administration

• 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).
• Assist with software licensing and application installations.

Network & Infrastructure Support

• Perform basic troubleshooting of wired and wireless network connectivity.
• Support VPN access and remote connectivity.
• Assist with printer configuration and network device connectivity.
• Escalate server, firewall, and infrastructure issues when necessary.

Manufacturing & Operations Technology Support

• 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.

IT Operations

• 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.

Security & Compliance

• Follow cybersecurity best practices and company IT policies.
• Support endpoint security solutions and antivirus management.
• Assist with software updates, patch management, and vulnerability remediation.
• Report potential security incidents immediately

• 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., * 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.
• Excellent troubleshooting and diagnostic skills involving engine, electrical, hydraulic, and mechanical systems.
• 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.
• Demonstrate sound judgment, creativity, and initiative when solving complex or non-routine technical issues.
• 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., * Associate’s degree or higher in a technical discipline, or an equivalent combination of education and relevant experience.

401(k), Health insurance, Paid time off, Vision insurance, Health savings account, Dental insurance, Flexible spending account, Life insurance Full-time 318 Sany Way, Peachtree City, GA 30269, Compensation will be competitive and commensurate with experience. It will include a base salary and an annual performance bonus.

• Medical, dental, and vision
• Paid Time Off
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Company paid STD and LTD benefits
• Life Insurance
• Employee Assistance Program (EAP)

With current revenues over $500 million, SANY America continues to make significant investments in the North American market and is expanding rapidly. This position plays a critical role in supporting employees and maintaining the technology infrastructure that enables business operations across manufacturing, engineering, sales, service, and corporate departments., SANY America complies with applicable federal, state, and local laws relating to marijuana/cannabis use, including applicable medical and recreational marijuana laws where permitted. However, applicants and employees are prohibited from being impaired or under the influence of alcohol, illegal drugs, or other prohibited substances while working, operating Company vehicles or equipment, performing safety sensitive duties, conducting Company business, or while on Company property, consistent with applicable law.