SAP Help Desk Associate

Applied Industrial Technologies; Kingsport (TN); Hybrid; USD 52,000 - 80,000; Full time

Job summary

Applied Industrial Technologies is seeking an experienced SAP Help Desk Associate to act as the first point of contact for SAP support issues. The role involves diagnosing, troubleshooting, and resolving user SAP problems in a fast-paced environment, with potential hybrid work for the right candidate.

The successful candidate will support remote users, document requests, contribute to a knowledge base, and engage in Lean process improvements while meeting customer service metrics.

Qualifications

• 1 year of Tier 1 SAP Help Desk problem solving or equivalent to meet/exceed established metrics and customer service standards in a fast paced environment
• Working knowledge of SAP
• Proven problem solving and interpersonal communication skills
• Ability to react to concerns in a professional manner
• 4 year degree in IT, business administration or related field OR a 2-year degree from a technical college OR equivalent work experience
• Strong work ethic and self-starter

Responsibilities

• Ability to work in fast paced, high volume call center documenting requests, troubleshooting and resolving issues
• Support remote users via phone, email, instant message and help desk ticketing software
• Weigh the impact of problems to end users and other customers in order to assign an appropriate priority and resolution target, escalating if necessary to ensure customer satisfaction
• Work independently and collaboratively to achieve objectives and timely resolution
• Meet departmental customer service metrics for help desk issue resolution
• Participate with creation/maintenance of a knowledge base with common issue and resolution identification
• Active involvement with the company’s Lean processes driving continuous improvement and waste reduction

Skills

Problem solving

Troubleshooting

Communication

Analytical thinking

Education

Bachelor’s degree in IT or Business

2-year technical college degree or equivalent

Tools

SAP

Help desk software

Microsoft Office

Job description

The Operational Excellence Department of Applied Industrial Technologies, an industrial distributor with a $12.5 billion market cap, seeks an experienced SAP Help Desk Associate.

The SAP Help Desk Associate serves as the first point of contact for SAP support issues. We are seeking an experienced hands‑on SAP Help Desk Associate to analyze and resolve user SAP issues. Strong diagnosis, trouble shooting, problem solving, and communication skills are required. While we prefer candidates to be based at an Applied Industrial Technologies location, we will consider hybrid work arrangements for the right candidate.

Job Responsibilities

• Ability to work in fast paced, high volume call center documenting requests, troubleshooting and resolving issues
• Support remote users via phone, email, instant message and help desk ticketing software
• Weigh the impact of problems to end users and other customers in order to assign an appropriate priority and resolution target, escalating if necessary to ensure customer satisfaction
• Work independently and collaboratively to achieve objectives and assignments timely resolution
• Meet departmental customer service metrics for help desk issue resolution
• Participate with creation/maintenance of a knowledge base with common issue and resolution identification
• Active involvement with the company’s Lean processes driving continuous improvement and waste reduction

Requirements

• 1 year of Tier 1 SAP Help Desk problem solving or equivalent to meet/exceed established metrics and customer service standards in a fast paced, service related environment
• Working knowledge of SAP
• Proven problem solving and interpersonal communication skills
• Ability to react to concerns in a professional manner
• 4 year degree in IT, business administration or related field OR a 2-year degree from a technical college OR equivalent work experience
• Strong work ethic and self-starter

Preferred

• 1+ year of 2nd Tier Help Desk experience is preferred
• Microsoft Office Suite knowledge
• Multi-location, multi-country/state experience
• French language a plus

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.