Senior Desktop Support Engineer

Bessemer Trust • Woodbridge Township, NJ

20h • Hybrid

About The Position

We are seeking an experienced Senior Desktop Support Engineer with 10+ years of enterprise experience supporting Windows-based environments. This role is responsible for advanced end-user compute support, incident and request management, endpoint management, and full lifecycle IT Asset and Configuration Management (ITAM & CMDB governance) across hardware, software, and licensing. The ideal candidate will possess deep technical expertise in Windows systems, strong working knowledge of ITIL practices, and extensive hands-on experience with ServiceNow (ITSM, ITAM, and CMDB), Tanium, and Kaseya. This role combines operational support with ownership of asset accuracy, configuration data integrity, and lifecycle governance.

Requirements

• Bachelor's Degree is required for this role
• 10+ years of enterprise Desktop Support / End User Computing experience.
• Advanced knowledge of: Windows 11 administration, Active Directory & Group Policy, Microsoft 365
• Strong hands-on experience with: ServiceNow (ITSM, ITAM, CMDB), CMDB governance and configuration management processes, Tanium, Kaseya, or similar Endpoint Management platforms

Nice To Haves

• ITIL v3 or v4 Certification
• ServiceNow Certification (ITSM, ITAM, or CMDB preferred)
• Experience supporting hybrid and remote workforce environments
• Experience with Digital Employee Experience (DEX) platform

Responsibilities

• Provide Tier 2/3 support for Windows-based laptops and desktops
• Troubleshoot complex hardware, OS, driver, and application issues.
• Support Windows 11, Microsoft 365, and enterprise applications.
• Support VDI environments and Desktop-as-a-Service (DaaS) platforms.
• Analyze incident, endpoint, and performance data to identify trends, predict potential issues, and implement preventive measures that reduce incident volume and improve user experience.
• Resolve incidents and service requests using ServiceNow ITSM in alignment with ITIL practices.
• Participate in problem management to identify recurring issues and drive permanent resolutions.
• Support change management processes for hardware refreshes, software deployments, and configuration updates.
• Maintain detailed documentation, knowledge articles, and technical runbooks.
• Oversee full lifecycle management of hardware and software assets (procurement through retirement).
• Maintain accurate asset records within ServiceNow HAM.
• Manage software asset management (SAM), license tracking, and compliance audits.
• Produce asset health, compliance, and lifecycle reporting dashboards.
• Administer and maintain accurate Configuration Items (CIs) within the ServiceNow CMDB.
• Support ServiceNow Discovery and ensure endpoint data integrity.
• Maintain CI lifecycle states and ensure alignment between Asset and Configuration records.
• Perform periodic audits to validate CMDB accuracy and completeness.
• Deploy applications and updates using enterprise management platforms (Tanium, Kaseya, or equivalent).
• Support automated patching, configuration enforcement, and software distribution processes to ensure endpoint compliance and stability.
• Develop and maintain PowerShell scripts for automation, reporting, and system administration.
• Support OS upgrades and device refresh initiatives.

Benefits

• Competitive base salary plus discretionary annual bonus for select positions
• A 401(k) plan with a generous annual profit-sharing contribution
• Personalized development and career opportunities, including tuition reimbursement support
• Comprehensive medical, dental, and vision plans with zero contributions for employee coverage
• Employee assistance (EAP) and wellness programs
• Hybrid work environment: 60% in office, 40% remote for most positions
• Paid time off and paid parental leave
• Employer-paid life insurance and short- and long-term disability coverage
• Legal services and financial wellness plans at no cost to employees

What This Job Offers

• Job Type: Full-time
• Career Level: Senior