IT Support Administrator

ACA Group•New York, NY

10d•Onsite

About The Position

The IT Support Administrator provides customer-focused Tier 1 and Tier 2 IT support to ACA employees globally, including support requests involving onboarding and offboarding, hardware, software, peripheral equipment, and network issues. The role provides on-site support in the NYC office Monday through Thursday and may assist with project-related initiatives. Success requires a strong customer service mindset and the ability to follow established procedures and documentation. The administrator manages support tickets and service-level commitments, maintains ticket records and updates, monitors the unassigned queue, and administers Office 365, Active Directory, and NinjaRMM environments. The role also handles device preparation and decommissioning, computer installations and maintenance, troubleshooting, employee account and equipment workflows, and administration of Microsoft 365 technologies. Other duties and projects may be assigned by management.

Requirements

At least 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.
Demonstrated professional integrity; dependable, flexible, and adaptable to changing business needs.
Ability to thrive in a fast-paced environment and work independently, multitask, and prioritize effectively.
Excellent relationship-building, verbal communication, and written communication skills.
Strong organizational and problem-solving abilities and exceptional attention to detail.
Commitment to continuous learning and professional development and to delivering exceptional customer service.
Willingness to travel when required.
Understanding of team objectives and how individual contributions support organizational goals.

Nice To Haves

Bachelor's degree in Computer Science, MIS, or equivalent experience.
Technical certifications such as MCSE, A+, MCP, Network+, or Security+.

Responsibilities

Provide on-site IT support within the NYC office Monday through Thursday.
Meet SLA commitments for requests submitted through ACA IT support channels.
Assess, rebuild, or decommission returned ACA devices in accordance with 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.
Install, repair, and perform preventative maintenance on user computers.
Troubleshoot hardware, software, printers, copiers, scanners, mobile devices, and peripheral equipment.
Manage onboarding and offboarding, including account provisioning, equipment ordering, IT inductions, and deprovisioning.
Administer Microsoft 365 technologies, including Intune/Endpoint Manager, Exchange, Teams, and OneDrive.
Perform ad hoc projects and initiatives supporting ACA's internal operations.
Perform other duties as assigned by management.