TITLE: Technical Support Specialist
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 IT Helpdesk Technical Support Specialist provides day-to-day technical support to end users with a strong emphasis on computer staging, hardware deployment, and on-site technical support. This role ensures employees have reliable access to technology by diagnosing and resolving technical issues, preparing and deploying equipment, and maintaining system and asset integrity.
This position plays a critical role in supporting operational continuity by delivering responsive technical assistance across hardware, software, and network environments while maintaining consistent IT standards across the organization.
REPORTS TO: Chief Information Officer
RESPONSIBILITIES:
Technical Support & Troubleshooting
- Provide remote and on-site technical support for hardware, software, and connectivity issues across Windows-based environments
- Diagnose and resolve end-user issues involving operating systems, enterprise applications, and peripheral devices
- Respond to and manage support requests through ticketing systems, ensuring timely resolution and clear communication
- Escalate complex technical issues when appropriate while maintaining ownership of resolution progress
- Support users with Microsoft 365 applications including Outlook, Teams, and related collaboration tools
- Assist users with security-related support such as password resets, account recovery, and multi-factor authentication (MFA)
Computer Staging & Deployment
- Perform computer imaging, configuration, testing, and deployment for new and replacement devices
- Prepare equipment according to company security and configuration standards
- Coordinate workstation setup for new hires, role changes, and office relocations
- Install required applications, updates, and endpoint protections prior to deployment
- Ensure devices are fully operational before distribution to end users
Hardware & Systems Administration
- Install, configure, maintain, and upgrade IT hardware including laptops, desktops, printers, phones, and peripherals
- Coordinate equipment repairs, replacements, and vendor service requests
- Support endpoint lifecycle management from deployment through retirement
- Maintain system performance and troubleshoot device-level issues proactively
User Access & Account Management
- Manage user accounts and permissions within Microsoft 365 environments
- Support onboarding, role changes, and offboarding activities through secure access provisioning and deactivation
- Maintain compliance with IT security and access management standards
- Partner with HR and leadership teams to ensure accurate access setup aligned with job responsibilities
IT Asset & Inventory Management
- Maintain accurate tracking of IT assets, equipment inventory, and lifecycle status
- Document asset assignments and equipment changes
- Coordinate device recovery and reallocation processes
- Ensure inventory records remain accurate and audit-ready
Operational Support & Continuous Improvement
- Assist with IT rollouts, upgrades, and technology initiatives
- Maintain technical documentation and support knowledge base updates
- Identify recurring technical issues and recommend preventative solutions
- Support standardization of IT processes and device configurations
MINIMUM QUALIFICATIONS:
- Proven experience in a helpdesk or technical support role
- Hands-on experience with computer staging, imaging, and device deployment
- Strong knowledge of Windows operating systems and Microsoft 365 environments
- Experience troubleshooting hardware, peripherals, and workstation configurations
- Familiarity with basic networking concepts and troubleshooting
- Understanding of IT security best practices including MFA and endpoint protection
- Strong problem-solving and communication skills
- Ability to prioritize multiple support requests in a fast-paced environment
- Ability to work on-site in Philadelphia, PA providing hands-on technical support
Preferred Qualifications
- Experience with ticketing or IT service management platforms such as Freshdesk
- Exposure to operational systems including Dispatch Science, Extensive, or Microsoft Dynamics
- Experience supporting collaboration tools including Outlook and Microsoft Teams
- Familiarity with workflow automation tools such as Power Automate
- Exposure to reporting or dashboards using Power BI
- Experience supporting logistics, operations, or distributed workforce environments
- Industry certifications such as CompTIA A+, Network+, or Microsoft certifications
KNOWLEDGE, SKILLS & ABILITIES:
- Strong hands-on technical troubleshooting skills
- High attention to detail and organizational discipline
- Customer-focused approach to IT support
- Ability to balance on-site technical work with ticket-based support responsibilities
- Strong documentation and follow-through habits
- Ability to communicate technical concepts clearly to non-technical users
- Collaborative and service-oriented mindset
- Experience with ticketing systems or IT service management tools
- Certifications such as CompTIA A+, Network+, or Microsoft certifications
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.
