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 Service Now (ITSM, ITAM, and CMDB), Tanium, and Kaseya.

This role combines operational support with ownership of asset accuracy, configuration data integrity, and lifecycle governance.

• 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 Service Now 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 Service Now 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 Service Now CMDB.
• Support Service Now 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 Power Shell scripts for automation, reporting, and system administration.
• Support OS upgrades and device refresh initiatives.

• 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:
  • Service Now (ITSM, ITAM, CMDB)
  • CMDB governance and configuration management processes
  • Tanium, Kaseya, or similar Endpoint Management platforms

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

• 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…