[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 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