[Remote] Help Desk Coordinator

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