Deskside Tech

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

• 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.

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!