Help Desk Technician

Rhenus Logistics•Miami, FL

About The Position

What You Can Expect: Serve as the primary technical contact for employees across the Americas region, providing responsive support via multiple channels including phone, email, and enterprise ticketing systems. Conduct comprehensive remote troubleshooting through systematic diagnostic protocols and targeted inquiry techniques to efficiently identify root causes of technical issues. Analyze reported problems and system data to formulate optimal solutions based on organizational priorities, available resources, and established service level agreements. Guide employees through resolution processes using clear, accessible language that builds technical confidence while ensuring thorough problem remediation. Escalate complex technical challenges to specialized support tiers according to established protocols, providing complete documentation to facilitate seamless case transitions. Deliver accurate, up-to-date information regarding IT products, services, and policies in alignment with organizational standards and best practices. Maintain detailed documentation of support interactions, technical issues, and resolution methods within knowledge management systems to improve future response capabilities. Implement structured follow-up procedures to verify issue resolution, update case status, and ensure complete employee satisfaction with technical outcomes. Capture and channel employee feedback, enhancement suggestions, and recurring issues to appropriate internal teams for continuous service improvement. Proactively identify opportunities to enhance technical support processes, knowledge resources, and service delivery methodologies to increase operational efficiency. What You Bring: Associate degree in IT, Computer Science or relevant field experience. Minimum of 1-2 years of experience in technical support, help desk operations, or customer-facing IT service delivery environments. Demonstrated proficiency with enterprise office productivity suites, database management systems, remote support tools, and ticket management platforms. Comprehensive understanding of diverse computing environments including Windows/Mac operating systems, mobile device ecosystems, network connectivity, and standard business applications. Proven ability to systematically diagnose and resolve a broad spectrum of technical issues through logical troubleshooting methodologies and creative problem-solving approaches. Exceptional interpersonal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for users of varying technical proficiency. Flexibility to accommodate occasional travel requirements and adjust working hours to support critical business operations across multiple time zones when needed. Required full professional fluency in both English and Spanish to effectively support our diverse user base throughout North American and Latin American regions. Welcome to Rhenus, where our journey of growth connects with yours. We are a global powerhouse on a mission to be pioneers in everything we do. United, we make an impact and dare to redefine what's possible. We are on the fast track, ready to unlock untapped potential. At Rhenus, we stand as one global team that thrives on collaboration. Because everyone contributes to our success, we value every voice and embrace every idea. Together, we shape the future of logistics and beyond. Empowered by you. As a logistics service provider, we are the value-added partner for customers all over the world. We analyse highly complex processes along the supply chain and optimise them through individual solutions for procurement, production and distribution. Whatever our customers want to achieve – we stand by their side and pave the way. In our decentrally organised business units, we provide future-orientated services for the logistics of tomorrow. If you have technical problems with your applicant account or if you do wish to withdraw your data, please do not hesitate to contact us via [email protected]

Requirements

Associate degree in IT, Computer Science or relevant field experience.
Minimum of 1-2 years of experience in technical support, help desk operations, or customer-facing IT service delivery environments.
Demonstrated proficiency with enterprise office productivity suites, database management systems, remote support tools, and ticket management platforms.
Comprehensive understanding of diverse computing environments including Windows/Mac operating systems, mobile device ecosystems, network connectivity, and standard business applications.
Proven ability to systematically diagnose and resolve a broad spectrum of technical issues through logical troubleshooting methodologies and creative problem-solving approaches.
Exceptional interpersonal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for users of varying technical proficiency.
Flexibility to accommodate occasional travel requirements and adjust working hours to support critical business operations across multiple time zones when needed.
Required full professional fluency in both English and Spanish to effectively support our diverse user base throughout North American and Latin American regions.

Responsibilities

Serve as the primary technical contact for employees across the Americas region, providing responsive support via multiple channels including phone, email, and enterprise ticketing systems.
Conduct comprehensive remote troubleshooting through systematic diagnostic protocols and targeted inquiry techniques to efficiently identify root causes of technical issues.
Analyze reported problems and system data to formulate optimal solutions based on organizational priorities, available resources, and established service level agreements.
Guide employees through resolution processes using clear, accessible language that builds technical confidence while ensuring thorough problem remediation.
Escalate complex technical challenges to specialized support tiers according to established protocols, providing complete documentation to facilitate seamless case transitions.
Deliver accurate, up-to-date information regarding IT products, services, and policies in alignment with organizational standards and best practices.
Maintain detailed documentation of support interactions, technical issues, and resolution methods within knowledge management systems to improve future response capabilities.
Implement structured follow-up procedures to verify issue resolution, update case status, and ensure complete employee satisfaction with technical outcomes.
Capture and channel employee feedback, enhancement suggestions, and recurring issues to appropriate internal teams for continuous service improvement.
Proactively identify opportunities to enhance technical support processes, knowledge resources, and service delivery methodologies to increase operational efficiency.