Senior IT Operations Administrator

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

IT Help Desk Specialist

American Exchange Group (AXNY Group)

Location: Midtown Manhattan, NY Full time Monday - Friday (on-site with remote support responsibilities)

Department: Information Technology

Reports to: Group CTO

About AXNY Group

American Exchange Group is a multi-brand consumer goods and fashion accessories company (~500 employees) headquartered in Midtown Manhattan. Our portfolio includes iTouch, Armitron Connect, Aerosoles, and Jonathan Adler. We're investing heavily in modern IT infrastructure, AI-driven automation, and a Microsoft-centric technology stack to support our brands' growth.

Visit our website at www.axnygroup.com

Role Overview

We're looking for an IT Help Desk Specialist to serve as the first point of contact for technology support across our Manhattan office and remote/hybrid employees. This person will be fluent in Microsoft 365 administration, comfortable troubleshooting both on-premises and remote setups, and able to deliver friendly, efficient support to a fast-paced, multi-brand organization.

Key Responsibilities

• Provide Tier 1&2 technical support to employees on-site and remote via ticketing system, phone, chat, and in-person
• Manage and troubleshoot Microsoft 365 environment: Exchange Online, SharePoint, Teams, OneDrive, and Entra ID (Azure AD) user/group/license administration
• Set up, configure, and maintain end-user hardware: laptops, desktops, mobile devices, printers, and peripherals
• Handle new-hire onboarding and offboarding: account provisioning, device imaging, access permissions, and equipment logistics
• Support remote and hybrid employees with VPN, remote desktop, and cloud application access issues
• Administer and troubleshoot Entra ID identity and access issues (password resets, MFA, conditional access prompts)
• Maintain network connectivity for on-prem office systems (Wi-Fi, switches, basic firewall/router troubleshooting) in coordination with senior IT staff
• Support conference room A/V and Teams meeting room technology
• Document recurring issues, maintain knowledge base articles, and contribute to IT process improvement
• Assist with software deployment and patch management via Intune/Endpoint Manager
• Escalate complex infrastructure, security, or application issues to senior IT/engineering staff
• Maintain IT asset inventory and license tracking across brands

Required Qualifications

• 2+ years of experience in a help desk, desktop support, or IT support role
• Strong hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
• Familiarity with Entra ID (Azure AD): user management, groups, licensing, MFA, conditional access basics
• Experience supporting both in-office and remote/hybrid users
• Solid understanding of Windows OS troubleshooting; macOS familiarity a plus
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Excellent communication skills - able to explain technical issues clearly to non-technical staff across different brand teams
• Strong customer service orientation, patience, and a proactive problem-solving mindset
• Ability to prioritize and manage multiple tickets/requests in a fast-paced retail/consumer goods environment

Preferred Qualifications

• Microsoft certifications (MD-102, MS-900, or similar)
• Experience with Intune/Endpoint Manager for device management
• Exposure to Power Automate or basic scripting for repetitive task automation
• Experience in a multi-brand or multi-entity corporate environment
• Familiarity with ERP systems (e.g., Infor, similar platforms) a plus
• Experience with AV/conference room technology and hybrid meeting setups
• Interest or hands-on experience with AI tools and implementation (e.g., Copilot, ChatGPT/Claude, AI-powered automation) is a strong plus - we're actively rolling out AI initiatives across the company

What We Offer

• Comprehensive Health & Wellness Benefits, including medical, dental, vision, and supplemental insurance
• 401(k) Retirement Savings Plan with company match
• Generous Paid Time Off (PTO) and paid holidays
• Flexible Fridays with shortened hours during both Summer and Winter seasons
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Tax-free commuter benefits
• Exclusive employee merchandise discounts

Salary: The anticipated base salary is $80k-$100k annually. Actual compensation will be determined based on a variety of factors including, but not limited to, experience, skills, education, internal equity, and location.

This position profile identifies the key responsibilities and expectations for performance. The actual compensation package is dependent on a number of factors, including, for example, experience, education, degrees held, market data, and business needs.