Senior Desktop Support Engineer

Bessemer Trust; Port Reading (NJ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) plan with profit-sharing contribution

Medical, dental, and vision plans

Tuition reimbursement support

Paid time off and parental leave

Employee assistance and wellness programs

Job summary

Bessemer Trust is seeking a Senior Desktop Support Engineer in Port Reading, NJ, with over 10 years of experience in supporting Windows-based environments. The role involves advanced end-user compute support, incident management, and IT Asset Management using platforms like ServiceNow and Tanium. Ideal candidates will have strong skills in Windows 11, Active Directory, and ITIL practices. Competitive salary between $90K and $120K, with comprehensive benefits including a 401(k), medical coverage, and hybrid working options.

Qualifications

• 10+ years of enterprise Desktop Support/End User Computing experience.
• Strong hands-on experience with ServiceNow, CMDB governance, and configuration management.
• Experience supporting hybrid and remote workforce environments.

Responsibilities

• Provide Tier 2/3 support for Windows-based laptops and desktops.
• Resolve incidents using ServiceNow ITSM aligned with ITIL practices.
• Oversee full lifecycle management of hardware and software assets.
• Administer and maintain accurate Configuration Items within the ServiceNow CMDB.
• Deploy applications and updates using enterprise management platforms.

Skills

Windows 11 administration

Active Directory & Group Policy

Microsoft 365

Analytical skills

Troubleshooting skills

Education

Bachelor's Degree

Tools

ServiceNow

Tanium

Kaseya

Job description

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.

Key Responsibilities

Desktop & Endpoint Support

• 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.

Incident, Request & Change Management (ITIL-Aligned)

• 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.

IT Asset Management (ITAM) – Hardware & Software

• 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.

Configuration Management (CMDB Governance – ServiceNow)

• 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.

Endpoint Management & Application Deployment

• 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.

Required Qualifications

• 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

Preferred Qualifications

• 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

Core Competencies

• Strong analytical and troubleshooting skills
• High attention to detail in asset & configuration data integrity
• Process-driven mindset with governance focus
• Excellent cross-functional communication skills
• Ability to balance operational support with strategic asset oversight

Compensation & Benefits

The base salary range for this position is $90,000 - $120,000 per year. This range reflects the minimum and maximum base salary we reasonably expect to pay for this role. In addition, this position may be eligible to participate in the relevant business unit’s incentive compensation plan, and other compensation programs as applicable. Eligible employees may participate in a 401(k) program with a generous profit-sharing contribution, medical, prescription dental, and vision coverage; life insurance; disability coverage; paid holidays; vacation; and sick time, subject to plan terms and Company policies.

Benefits Details

• 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

Bessemer Trust is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We encourage candidates of diverse backgrounds to apply.