Senior IT Operations Administrator

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.

Employment type
Full-Time

Work arrangement
No