IT Support Administrator
ACA Group
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Benefits offered by this job
Job summary
ACA Group is seeking an IT Support Administrator to deliver high-quality on-site and remote IT support across the NYC office and globally. You will manage Office 365, AD, and device provisioning, while following documented procedures and SLA commitments.
The role emphasizes customer service, teamwork, and adherence to security and operational standards. You will handle onboarding/offboarding, hardware repairs, and routine maintenance, with opportunities to contribute to ongoing projects.
Qualifications
- 3+ years of Tier 1 and Tier 2 technical support.
- 3+ years of Windows environment installation, troubleshooting, configuring, updating, and maintaining Windows environments.
- Experience administering Office 365 technologies including Azure, Endpoint Manager/Intune, Exchange, Microsoft Teams, and SharePoint.
- Experience providing high-quality IT support to C‑Suite executives and senior leadership.
- Experience with Microsoft Office 365 applications including Excel, Teams, Word, Outlook, and OneDrive.
- Experience delivering remote training and user support.
- Extensive knowledge of Windows 11 and other Windows operating systems.
- Prior experience in a similar IT support role.
Responsibilities
- Provide on-site IT support in the NYC office Monday–Thursday.
- Adhere to SLA commitments for ACA IT requests.
- Assess, rebuild, or decommission returned ACA devices following SOPs.
- Maintain accurate ticket administration and categorization.
- Provide daily ticket updates to requestors and IT team.
- Monitor unassigned ticket queue proactively.
- Provide Tier 1 and Tier 2 support to ACA employees globally.
- Administer Microsoft 365, AD, and NinjaRMM environments.
- Assist with project-related tasks as needed.
- Perform installations, repairs, and preventive maintenance on user devices.
- Troubleshoot hardware, software, printers, copiers, scanners, and mobile devices.
- Manage onboarding and offboarding activities including provisioning and deprovisioning.
- Perform ad hoc projects in support of ACA's internal operations.
- Administer Microsoft 365 technologies including Intune/Endpoint Manager, Exchange, Teams, and OneDrive.
- Travel when required.
Skills
Education
Tools
Job description
The individual in the role of IT Support Administrator will be responsible for providing an excellent level of customer service and care through raised IT support requests (including Tier 1 & 2 support, onboarding and offboarding, hardware, software, peripheral equipment, and network issues). This position also provides opportunities to assist with ongoing project-related initiatives. A strong customer service mindset and the ability to follow established procedures and documentation are critical for success in this role.
- Provide on-site IT support within the NYC office Monday through Thursday
- Adhere to SLA commitments for requests raised through ACA IT support channels
- Assess, rebuild, or decommission returned ACA devices while following standard operating procedures
- Maintain accurate ticket administration and categorization
- Provide daily ticket updates to requestors and the IT team through the ticketing system
- Monitor and proactively manage the unassigned ticket queue
- Provide Tier 1 and Tier 2 support to ACA employees globally
- Administer Office 365, Active Directory, and NinjaRMM environments
- Assist with project-related tasks as needed
- Perform installations, repairs, and preventative maintenance on user computers
- Troubleshoot hardware, software, printers, copiers, scanners, mobile devices, and peripheral equipment
- Manage onboarding and offboarding activities, including account provisioning, equipment ordering, IT inductions, and deprovisioning
- Perform ad hoc projects and initiatives in support of ACA's internal operations
- Administer Microsoft 365 technologies including Intune/Endpoint Manager, Exchange, Teams, and OneDrive
- Perform other duties as assigned by management
- 3+ years of experience providing Tier 1 and Tier 2 technical support
- At least 3 years of experience installing, troubleshooting, configuring, updating, and maintaining Windows environments
- Experience administering Office 365 technologies including Azure, Endpoint Manager/Intune, Exchange, Microsoft Teams, and SharePoint
- Experience providing high-quality IT support to C‑Suite executives and senior leadership
- Experience with Microsoft Office 365 applications including Excel, Teams, Word, Outlook, and OneDrive
- Experience delivering remote training and user support
- Extensive knowledge of Windows 11 and other Windows operating systems
- Prior experience in a similar IT support role
- Bachelor's degree in Computer Science, MIS, or equivalent experience
- Technical certifications such as MCSE, A+, MCP, Network+, or Security+
- Demonstrated professional integrity
- Dependable, flexible, and adaptable to changing business needs
- Ability to thrive in a fast-paced environment
- Strong ability to work independently, multitask, and prioritize effectively
- Excellent relationship-building skills with colleagues and clients
- Highly motivated with a commitment to continuous learning and professional development
- Dedicated to delivering exceptional customer service and support
- Strong organizational and problem-solving abilities with exceptional attention to detail
- Excellent verbal and written communication skills
- Willingness to travel when required
- Understanding of team objectives and how individual contributions support organizational goals
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment.You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.
ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Please note that everyone using, storing, sharing or transmitting information with or through ACA devices or systems, should have no expectation of privacy in any message, files, data, document, facsimile, telephone conversation, conversation, message, or any other kind of information or communications transmitted to, received from, printed from, or stored or recorded while utilizing any ACA systems, software, and data.
The cash compensation range we have provided has been benchmarked against similar organizations of comparable size, sector, and age. Our offers of employment consider a variety of factors, including but not limited to, unique skill sets, specific expertise or certifications and business/organizational needs. It is not typical for us to hire talent at the top of the range for a role, in part because it’s so important to us to allow all ACA employees the opportunity to develop over time, and to feel rewarded for doing so. Our listed range is a reasonable estimate of the total yearly compensation.
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