IT Help Desk Specialist - Hybrid & 365 Expert

American Exchange Group; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Flexible Fridays

HSA

FSAs

Commuter benefits

Employee discounts

Job summary

American Exchange Group is seeking an IT Help Desk Specialist to be the first point of contact for technology support across our Midtown Manhattan office and remote teams. You will troubleshoot Microsoft 365 issues, manage onboarding/offboarding, and ensure smooth user experiences across multiple brands.

You will work on-site with occasional remote support, handle ticketing, and collaborate with senior IT staff to resolve complex incidents while maintaining service quality in a fast-paced

Qualifications

• 2+ years in a help desk, desktop, or IT support role.
• Hands-on Microsoft 365 administration experience.
• Familiarity with Entra ID/Azure AD user management and MFA basics.
• Experience supporting on-site and remote/hybrid users.
• Strong Windows OS troubleshooting; macOS a plus.
• Basic networking knowledge (DNS, VPN, Wi‑Fi).
• Excellent communication and customer service.
• Ability to manage multiple tickets in a fast-paced environment.

Responsibilities

• Provide Tier 1–2 support on-site and remotely via ticketing, phone, chat, and in person.
• Manage Microsoft 365: Exchange Online, SharePoint, Teams, OneDrive, Entra ID.
• Set up and maintain end-user hardware: laptops, desktops, mobiles, printers.
• Handle onboarding/offboarding: provisioning, imaging, access, equipment logistics.
• Support VPN, remote desktop, and cloud app access for remote/hybrid staff.
• Administer Entra ID identities, MFA, conditional access.
• Maintain network connectivity with basic firewall/router troubleshooting.
• Support conference rooms and Teams room tech.
• Document recurring issues; update knowledge base; assist with IT process improvements.
• Assist with software deployment and patch management via Intune/Endpoint Manager.
• Escalate complex issues to senior IT/engineering staff.
• Maintain IT asset inventory and license tracking.

Skills

Help desk

Microsoft 365

Azure AD

Windows OS

Networking basics

Communication

Customer service

Ticketing

Multibrand environment

Tools

Intune/Endpoint Manager

Power Automate

Scripting (basic)

AI tools (Copilot/ChatGPT)

Job description

American Exchange Group is seeking an IT Help Desk Specialist to be the first point of contact for technology support across our Midtown Manhattan office and remote teams. You will troubleshoot Microsoft 365 issues, manage onboarding/offboarding, and ensure smooth user experiences across multiple brands.

You will work on-site with occasional remote support, handle ticketing, and collaborate with senior IT staff to resolve complex incidents while maintaining service quality in a fast-paced