Help Desk Technician

Rhenus Logistics; Town of Florida (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Continuous Training

Great Team

Flat Hierarchies

Room for Innovation

Events

Job summary

A leading logistics provider based in New York is seeking a Help Desk Technician to deliver high-quality technical support across the Americas. You will be the primary contact for diagnosing and resolving technical issues, with responsibilities that include troubleshooting hardware and software, guiding employees through processes, and maintaining documentation. Candidates should hold an associate degree and have at least 1-2 years of experience in technical support while demonstrating strong communication skills and bilingual proficiency in English and Spanish.

Qualifications

• 1-2 years of experience in technical support or customer-facing IT service delivery.
• Fluent in both English and Spanish for diverse user support.
• Proficient with productivity and remote support tools.

Responsibilities

• Provide technical support to employees across the Americas region.
• Diagnose and resolve a wide range of technical issues.
• Maintain detailed documentation of support interactions and resolutions.

Skills

Technical support

Problem-solving

Communication

Customer service

Windows/Mac OS

Remote support tools

Education

Associate degree in IT, Computer Science or relevant field

Tools

Ticket management platforms

Database management systems

Job description

The Rhenus Group is one of the leading logistics service providers operating worldwide. We offer tailor-made solutions along the entire supply chain for companies from a wide diversity of industries. From multimodal transports to perfect warehousing, from smooth customs clearance to innovative value-added services: We always keep our pulse on the times and are at our customers' side.

What you will be doing

Reporting to the Regional IT Manager, the Help Desk Technician Delivers prompt, high-quality technical support for enterprise computer systems and software applications. The successful candidate will diagnose and resolve a wide range of technical issues while providing clear, actionable guidance to end-users. They will serve as a first point of contact for troubleshooting hardware, software, network connectivity, and access management concerns.

This critical support role primarily serves our operations throughout the Americas region, encompassing both North American and Latin American markets, with potential for cross-regional collaboration during peak periods.

You will be contributing to that vision by…

• 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 skills & experience you will bring to us

• 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.

What You can expect

• Continuous Training: Sharpen your skills and advance your expertise with our professional development programs.
• Great Team: It's truly the people that make the difference - and with us you'll join the best team around.
• Flat Hierarchies: Get straight through to the decision-makers with our streamlined organizational structure.
• Room for Innovation: Turn your ideas into action in an environment that champions creativity and empowers you to lead change.
• Events: From team outings to holiday parties and networking events, we build strong connections by spending quality time together.
• Quick Decision Processes: Make things happen faster with streamlined processes that promote efficiency and effectiveness.