Desktop Support Assistant, Sandro​/Maje; SMCP Group

Desktop Support Assistant

Location:

SMCP North America Corporate Headquarters - 44 Wall Street, New York, NY

Status: FT - 40.0 Hours

SMCP is looking for a motivated and enthusiastic entry level Desktop Support Assistant to help support the day‑to‑day operations of end users in the NY office, as well as the Help Desk service of 160+ of our Stores. This key role works very closely with all members of the Operations team, to ensure optimal service of our IT infrastructure and applications.

The ideal candidate will have a basic understanding of computer hardware and software, experience with device setup and configuration, and the ability to troubleshoot common technical issues. They should be comfortable working across multiple systems and platforms while providing excellent customer support and technical assistance to end users. This role reports to our Director, IT of North America.

• Department Head:
  Director, I.T.
• Executive Committee: VP, Operations + Transformation

• Configure, deploy, and prepare Windows desktops and laptops in alignment with North American business standards using tools such as Microsoft Intune, Microsoft Deployment Toolkit, and Apple Business Manager. Provide first‑line technical support for hardware, software, and end‑user issues across desktops, laptops, printers, mobile devices, email and productivity suites, and a variety of in‑house applications.
• Work closely with our HR team to ensure a smooth onboarding process for our New Hires.
• Assist in the creation and maintenance of technical documentation, improve standard operating procedures, and knowledge base articles to enhance service quality and operational efficiency. Maintain accurate IT asset tracking, lifecycle management, and documentation in accordance with company policies and standards.
• Escalate complex technical issues to the Helpdesk Support Analyst or the Director, IT or external service providers as required, ensuring timely resolution and communication.
• Relationship management between North American Business Unit and various Group IT teams, assisting in remediation and escalation of issues.

• 1-2 years prior experience in desktop support.
• Basic Windows Administration and PC technician skills.
• Ability to troubleshoot and analyze basic system and business process issues and assist in implementing appropriate solutions.
• Basic understanding of Active Directory, DNS, DHCP, wired/wireless networking concepts.
• Exposure to cloud services such as Microsoft Office 365 and SharePoint, and MDM tools such as Microsoft Intune is a plus. Experience with remote support tools such as Beyond Trust.
• Detail‑oriented and strong analytical and problem‑solving skills.
• Self‑motivated and able to work both independently and as part of a team.
• Strong communication, documentation, and customer service skills.
• Ability to work in a fast paced, dynamic environment, both independently and as a member of a team.
• Ability to build effective working relationships with end users, IT teams, and business stakeholders.
• Prior retail experience (Point of Sale, Payment Terminals) is a plus.

• Competitive compensation and benefits package.
• Employer matched 401(k) program – immediate 100% vesting.
• Generous paid time off and company holidays (12).
• Summer Fridays.
• Paid parental leave.
• MAVEN – tailored family planning tool.
• Hybrid work schedule with 3 days in office and 2 days remote.
• 4 completely remote work weeks.
• Generous merchandise discount.
• Ongoing training and professional development.
• Career growth opportunities / internal mobility.
• Culture of engagement starting at the top.
• Collaborative, team‑work oriented work environment.

$24—$26 USD