IT Help Desk Specialist
American Exchange Group (AXNY Group)
Location: Midtown Manhattan, NY (on-site with remote support responsibilities)
Department: Information Technology
Reports to: Group CTO
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.
