Rhenus Logistics · 13 hours ago
Help Desk Technician
United States
Full-time
Remote
Entry Level
1+ years expRhenus Logistics is a company that values continuous training and innovation, seeking a Help Desk Technician to serve as the primary technical contact for employees across the Americas. The role involves providing technical support, troubleshooting issues, and ensuring employee satisfaction with IT services.
LogisticsSupply Chain Management
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
Qualification
Required
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
Benefits
Continuous Training
Great Team
Flat Hierarchies
Room for Innovation
Events
Quick Decision Processes
Company
Rhenus Logistics
Rhenus Logistics is a company provides logistics services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kai Fischbach
Vorsitzender der Geschäftsleitung (CEO) Rhenus Warehousing Solutions Deutschland
Martin van der Stam
CEO North America Warehousing Solutions
Recent News
Business Standard India
2025-10-17
Company data provided by crunchbase