What are the responsibilities and job description for the Help Desk Technician position at Rhenus Group?
What You Can Expect :
- Act as the first point of contact for employees seeking IT support via phone, email, or ticketing system.
- Troubleshoot technical issues remotely using diagnostic tools and targeted questions.
- Provide clear, step-by-step guidance to resolve problems, escalating unresolved cases to higher-level support when needed.
- Deliver accurate information on IT products and services while maintaining thorough records of issues and resolutions.
- Ensure timely follow-up and status updates to employees, maintaining a positive support experience.
- Share employee feedback and suggestions with internal teams to help improve services.
- Proactively identify and recommend process improvements to enhance efficiency and user satisfaction.
What You Bring:
- Associate degree in IT, Computer Science, or equivalent professional experience.
- Previous experience in a help desk, technical support, or customer service role (entry-level accepted).
- Strong technical aptitude with knowledge of office automation tools, databases, and remote support software.
- Solid understanding of computer systems, mobile devices, and related technologies.
- Proven ability to diagnose and resolve basic technical issues efficiently.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Bilingual proficiency in English and Spanish (required).
- Flexible and adaptable, with willingness to travel and adjust to varying work schedules as needed.
- Professional, calm, and solution-oriented approach under pressure.
