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 g