Note: The job is a remote job and is open to candidates in USA. American Expediting is a company that provides on-demand transportation services for healthcare and mission-critical industries. The Helpdesk Coordinator provides frontline IT support, manages system access, and coordinates helpdesk operations, playing a critical role in maintaining business continuity through effective ticket resolution and user support.
Responsibilities
- Provide Level 1 remote technical support for Windows systems, business applications, and basic connectivity issues
- Manage helpdesk tickets from intake through resolution using ticketing platforms
- Prioritize incoming tickets based on level of operational disruption, business impact, and request volume
- Document troubleshooting steps, resolutions, and user communications clearly within the ticketing system
- Escalate complex or recurring issues to appropriate technical resources
- Maintain consistent communication with users regarding ticket status and resolution timelines
- Coordinate new hire system setup, including account provisioning and access configuration
- Manage employee onboarding and termination workflows to ensure secure and timely access changes
- Provision and deactivate accounts across business platforms including Microsoft 365, internal operational systems, and third-party applications
- Support password resets, multi-factor authentication (MFA), and user permission updates
- Partner with HR and leadership teams to ensure accurate and compliant access management processes
- Coordinate IT equipment setup, deployment, and recovery for new hires and terminated employees
- Maintain inventory tracking for laptops, peripherals, and related technology assets
- Prepare devices with required software, configurations, and security settings
- Coordinate shipping, returns, and replacement equipment logistics for remote employees
- Maintain accurate asset records and lifecycle documentation
- Provide user support across internal and operational platforms including: Freshdesk, Dispatch Science, Extensive WMS, Microsoft Dynamics, Microsoft Outlook, Microsoft Teams, Microsoft 365 applications
- Assist users with navigation, access issues, and basic functionality questions
- Support system adoption and promote standardized usage practices
- Assist with IT operational tasks and technology rollouts
- Support workflow automation initiatives using tools such as Power Automate
- Assist with reporting and dashboard updates within Power BI
- Coordinate system updates, upgrades, and maintenance activities
- Support vendor coordination and service requests as needed
- Maintain and update helpdesk knowledge base articles and internal documentation
- Identify recurring issues and recommend process or technology improvements
- Support development of standardized IT procedures and workflows
- Contribute to continuous improvement of helpdesk efficiency and service delivery
Skills
- 1–2 years of experience in IT support, helpdesk, or related technical role
- Basic knowledge of Windows operating systems and Microsoft 365 applications
- Experience working with or exposure to ticketing systems
- Strong organizational and time-management skills
- Excellent communication and customer service abilities in a remote support environment
- Ability to manage multiple priorities and follow tasks through to completion
- Demonstrated willingness to learn new technologies and grow within IT support
- Experience using Freshdesk or similar helpdesk platforms
- Exposure to Dispatch Science, Extensive, Microsoft Dynamics, or comparable operational systems
- Familiarity with Power Automate or workflow automation tools
- Exposure to Power BI reporting or data visualization tools
- Experience supporting remote or distributed workforces
Company Overview
We are ready. It was founded in 1983, and is headquartered in Folcroft, Pennsylvania, USA, with a workforce of 201-500 employees. Its website is http://amexpediting.com.