Senior IT Operations Administrator

American Exchange Group • New York, NY

5d • Onsite

About The Position

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. 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.

Requirements

• 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

Nice To Haves

• 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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed