Senior Desktop Support Engineer

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

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.

About Bessemer Trust

Bessemer Trust is a family office, overseeing more than $250 billion in assets for over 3,000 individuals and families of substantial wealth. Its more than 1,300 employees are singularly focused on private wealth management - disciplined investment management, sophisticated wealth planning, comprehensive family office services, and highly personalized client service.

Established in 1907 as the family office for Annie and Henry Phipps, Bessemer Trust is in its seventh generation of ownership by the Phipps family. As a self-made entrepreneur, Henry Phipps was a founding partner and chief financial officer of Carnegie Steel.

Bessemer Trust retains its original focus as a privately owned and independent wealth manager deeply committed to its mission of providing peace of mind to its clients. Bessemer's adherence to putting clients' interests first, fiduciary mindset, and highly collaborative culture are at the heart of everything the firm does.

Key Facts:

• For 119 years, Bessemer Trust has operated continuously in a single line of business, independently owned by one family.
• Headquartered in New York's Rockefeller Center, Bessemer Trust has 22 offices in total. Woodbridge, NJ, is one of the firm's largest offices, which hosts a wide range of technology and operations professionals. In addition to its sizable presence in New York and Woodbridge, the firm provides client service through offices in Atlanta, Boston, Chicago, Dallas, Delaware, Denver, Garden City, Grand Cayman, Greenwich, Houston, Los Angeles, Miami, Naples, Nevada, Palm Beach, San Diego, San Francisco, Seattle, Stuart, and Washington, D.C.
• To watch a video about Bessemer Trust's history, click here.
• To learn more about Bessemer Trust, click here.

About Our Employee Rewards and Benefits:

We provide exceptional rewards and benefits that are among the best in the industry, giving our people access to a wide range of options, including:

• 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.