Help Desk Coordinator

TITLE: Helpdesk Coordinator

ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.

POSITION SUMMARY: The Helpdesk Coordinator provides frontline IT support while coordinating system access, equipment management, and helpdesk operations across the organization. This entry-level (L1) role is ideal for someone early in their IT career who enjoys solving problems, supporting users, and learning enterprise systems in a fast-paced operational environment.

This position plays a critical role in maintaining business continuity by prioritizing incoming support requests based on operational disruption and organizational impact. The Helpdesk Coordinator ensures timely ticket resolution, accurate system access management for employees, and effective coordination of IT equipment and services across the company.

REPORTS TO: Chief Information Officer

RESPONSIBILITIES:

Helpdesk Support & Ticket Management

• 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

User Access Management (Onboarding & Offboarding)

• 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

Equipment & Asset Management

• 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

Systems & Application Support

• 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

IT Operations & Automation Support

• 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

Process Improvement & Documentation

• 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

MINIMUM QUALIFICATIONS:

• 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

Preferred Qualifications

• 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

KNOWLEDGE, SKILLS & ABILITIES:

• Strong problem-solving mindset with attention to detail
• Ability to prioritize work based on business impact and urgency
• Organized and process-oriented approach to task management
• Strong documentation and follow-through habits
• Collaborative mindset with cross-functional teams
• Ability to communicate technical concepts clearly to non-technical users

American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors, and customers.