What are the responsibilities and job description for the Desk Support Specialist position at SANY America?
Brief Description
Technical Support Specialist-Key Accounts
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.
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.
Key Responsibilities
End User Support
Working Knowledge Of
Compensation will be competitive and commensurate with experience. It will include a base salary and an annual performance bonus.
SANY America is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local law.
DRUG AND ALCOHOL FREE WORKPLACE NOTICE
SANY America is an equal opportunity employer and maintains a drug and alcohol-free workplace consistent with applicable federal, state, and local laws. Applicants may be required to complete pre-employment screenings, including drug and/or alcohol testing, as a condition of employment where permitted by applicable law. Testing requirements, employment practices, and workplace policies may vary based on work location, position responsibilities, business necessity, workplace safety considerations, customer requirements, contractual obligations, and applicable regulatory standards.
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.
Certain positions may be designated as safety sensitive or subject to additional regulatory, customer, contractual, operational, or workplace safety requirements and may require participation in pre employment, random, reasonable suspicion, post-accident, return to duty, follow up, or other drug and/or alcohol testing programs in accordance with applicable federal, state, and local laws.
Technical Support Specialist-Key Accounts
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.
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.
Key Responsibilities
End User Support
- 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
- Coordinate 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).
- Assist with software licensing and application installations.
- 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.
- 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.
- 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.
Working Knowledge Of
- Diesel engine systems
- Mechanical systems
- 12V and 24V electrical systems
- Hydraulic systems
- Microsoft Excel, Word, PowerPoint, and other Microsoft Office applications
- 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.
- Remote-50% Travel Required
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)
SANY America is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local law.
DRUG AND ALCOHOL FREE WORKPLACE NOTICE
SANY America is an equal opportunity employer and maintains a drug and alcohol-free workplace consistent with applicable federal, state, and local laws. Applicants may be required to complete pre-employment screenings, including drug and/or alcohol testing, as a condition of employment where permitted by applicable law. Testing requirements, employment practices, and workplace policies may vary based on work location, position responsibilities, business necessity, workplace safety considerations, customer requirements, contractual obligations, and applicable regulatory standards.
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.
Certain positions may be designated as safety sensitive or subject to additional regulatory, customer, contractual, operational, or workplace safety requirements and may require participation in pre employment, random, reasonable suspicion, post-accident, return to duty, follow up, or other drug and/or alcohol testing programs in accordance with applicable federal, state, and local laws.