Help Desk Technician

Rhenus Logistics•Miami, FL

11d

About The Position

The Help Desk Technician serves as the primary technical contact for employees across the Americas region, providing support through phone, email, and enterprise ticketing systems. The role involves remote troubleshooting, diagnosing issues, recommending solutions in accordance with organizational priorities and service level agreements, and guiding employees through resolution in clear, accessible language. The technician escalates complex issues to specialized support tiers with complete documentation, provides accurate information about IT products, services, and policies, and records support interactions and resolution methods in knowledge management systems. The position also includes following up to verify resolution and employee satisfaction, channeling feedback and recurring issues to internal teams, and identifying ways to improve support processes, knowledge resources, and service delivery.

Requirements

Associate degree in IT, Computer Science, or a relevant field experience.
Minimum of 1–2 years of experience in technical support, help desk operations, or customer-facing IT service delivery.
Proficiency with enterprise office productivity suites, database management systems, remote support tools, and ticket management platforms.
Understanding of Windows and Mac operating systems, mobile devices, network connectivity, and standard business applications.
Ability to diagnose and resolve a broad range of technical issues using logical troubleshooting and creative problem-solving.
Strong interpersonal communication skills and ability to explain technical concepts clearly to users with varying levels of technical proficiency.
Flexibility to accommodate occasional travel and adjust working hours to support business operations across multiple time zones when needed.
Full professional fluency in both English and Spanish.

Responsibilities

Serve as the primary technical contact for employees across the Americas via phone, email, and enterprise ticketing systems.
Conduct remote troubleshooting using systematic diagnostic protocols and targeted inquiries to identify root causes.
Analyze reported problems and system data to formulate solutions based on organizational priorities, available resources, and service level agreements.
Guide employees through resolution processes using clear, accessible language.
Escalate complex technical challenges to specialized support tiers and provide complete documentation for case transitions.
Provide accurate, up-to-date information about IT products, services, and policies.
Document support interactions, technical issues, and resolution methods in knowledge management systems.
Follow up to verify issue resolution, update case status, and ensure employee satisfaction.
Capture and route employee feedback, enhancement suggestions, and recurring issues to appropriate internal teams.
Identify opportunities to improve technical support processes, knowledge resources, and service delivery.