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Deskside Technician
Deskside TechnicianNPO USA • Englewood Cliffs, New Jersey, United States
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Deskside Technician

Deskside Technician

NPO USA • Englewood Cliffs, New Jersey, United States
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Job Description : 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 across 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 :

  • Provide 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.

    • Onsite Desk Side Support :

  • 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.

    • Executive & Event Support :

  • 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.

    • Asset & Configuration Management :

  • 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.

    • Quality & Knowledge Management :

  • 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.

    • Requirements :

    Education & Certifications :

  • 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.

    • Experience :

  • 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.

    • Skills & Competencies :

  • 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.

    • Additional Information :

  • 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.

    • 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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    Technician • Englewood Cliffs, New Jersey, United States

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