Deskside TechNPO USA • Englewood Cliffs, New Jersey, United States
Deskside Tech
NPO USA • Englewood Cliffs, New Jersey, United States
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job_description.job_card.job_descriptionProvide Level 1 onsite technical support, including password resets, account unlocks, and troubleshooting hardware / software issues. Accurately log, classify, and triage all incidents and service requests in ServiceNow. Ensure tickets are resolved within defined SLA timelines for High, Medium, and Low priority cases. Escalate incidents to Level 2 or specialized resolver groups as required. Perform hands-on hardware repairs, installations, upgrades, and deployments (IMAC – Install, Move, Add, Change). Assist in procurement, delivery, and setup of IT equipment following Client processes. Support onsite presence at HQ and coordinate dispatch support for other U.S. store locations when required. Provide VIP-level assistance for senior executives and business-critical meetings. Ensure readiness of conference rooms, A / V equipment, and streaming setups. Offer on-call event support during business hours for meetings convened by the President. Maintain accurate asset inventory and labeling in ServiceNow CMDB. Track lifecycle status, including onboarding / offboarding, repairs, and end-of-life replacements. Perform periodic asset audits and report findings. Contribute to and maintain Knowledge Base (KB) articles for common issues. Promote self-service solutions to reduce ticket volumes. Participate in Continuous Service Improvement (CSI) initiatives. Associate’s or bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). ITIL Foundation certification preferred. Relevant Microsoft, CompTIA, or other vendor certifications are a plus. 3+ years of Service Desk or Desk Side Support experience in a corporate environment. Strong working knowledge of Windows OS, Microsoft 365, Teams, and Intune / SCCM endpoint management. Experience with ServiceNow or equivalent ITSM platform. Proven track record of meeting SLAs and delivering KPI-driven support. Excellent troubleshooting and problem-solving skills. Strong customer service orientation with professional communication skills. Ability to work independently and manage priorities in a high-demand environment. Familiarity with ISO 27001, GDPR, and IT security best practices. Schedule : Full-time, onsite during regular business hours (Mon–Fri, 8 am–5 pm ET). Clearance : Must pass background check and comply with Client’s ICT Security requirements.
Who we are :
NPO USA Inc. stands at the forefront of Information Technology services, offering a comprehensive suite of solutions designed to empower businesses across the globe. Our expertise spans accross several critical domains :
- Cloud Solutions.
- Datacenter Excellence.
- IT Management.
- Cybersecurity.
- Data Governance and Analytics.
Position Overview :
We are seeking an experienced Deskside Technician to provide on-site IT support for the Luxury Brand Company. The role is critical in delivering high-quality, first-contact technical assistance, ensuring incidents and service requests are resolved within strict Service Level Agreements (SLAs) and supporting executive and event-related needs.
The successful candidate will serve as the Single Point of Contact (SPOC) for on-site users, manage tickets in ServiceNow, and coordinate with remote Level 2 teams to ensure first-time resolution.
KEY RESPONSIBILITIES
Service Desk & Incident Management :
Onsite Desk Side Support :
Executive & Event Support :
Asset & Configuration Management :
Quality & Knowledge Management :
REQUIREMENTS
Education & Certifications :
Experience :
Skills & Competencies :
Additional Information :
About NPO USA :
If you are smart and curious about new things, we are looking for you : this is an exciting opportunity to work, learn and acquire new skills!
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