Senior IT Operations Administrator

IT Help Desk SpecialistAmerican Exchange Group (AXNY Group)Location: Midtown Manhattan, NY Full time Monday - Friday (on-site with remote support responsibilities)Department: Information TechnologyReports to: Group CTOAbout AXNY GroupAmerican 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.Role OverviewWe'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 ResponsibilitiesProvide Tier 1&2 technical support to employees on-site and remote via ticketing system, phone, chat, and in-personManage and troubleshoot Microsoft 365 environment: Exchange Online, SharePoint, Teams, OneDrive, and Entra ID (Azure AD) user/group/license administrationSet up, configure, and maintain end-user hardware: laptops, desktops, mobile devices, printers, and peripheralsHandle new-hire onboarding and offboarding: account provisioning, device imaging, access permissions, and equipment logisticsSupport remote and hybrid employees with VPN, remote desktop, and cloud application access issuesAdminister 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 staffSupport conference room A/V and Teams meeting room technologyDocument recurring issues, maintain knowledge base articles, and contribute to IT process improvementAssist with software deployment and patch management via Intune/Endpoint ManagerEscalate complex infrastructure, security, or application issues to senior IT/engineering staffMaintain IT asset inventory and license tracking across brandsRequired Qualifications2+ years of experience in a help desk, desktop support, or IT support roleStrong 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 basicsExperience supporting both in-office and remote/hybrid usersSolid understanding of Windows OS troubleshooting; macOS familiarity a plusBasic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting)Excellent communication skills — able to explain technical issues clearly to non-technical staff across different brand teamsStrong customer service orientation, patience, and a proactive problem-solving mindsetAbility to prioritize and manage multiple tickets/requests in a fast-paced retail/consumer goods environmentPreferred QualificationsMicrosoft certifications (MD-102, MS-900, or similar)Experience with Intune/Endpoint Manager for device managementExposure to Power Automate or basic scripting for repetitive task automationExperience in a multi-brand or multi-entity corporate environmentFamiliarity with ERP systems (e.g., Infor, similar platforms) a plusExperience with AV/conference room technology and hybrid meeting setupsInterest 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 companyWhat We OfferComprehensive Health & Wellness Benefits, including medical, dental, vision, and supplemental insurance401(k) Retirement Savings Plan with company matchGenerous Paid Time Off (PTO) and paid holidaysFlexible Fridays with shortened hours during both Summer and Winter seasonsHealth Savings Account (HSA)Flexible Spending Accounts (FSAs)Tax-free commuter benefitsExclusive employee merchandise discountsSalary: 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. American Exchange Group