Senior Service Desk Specialist

Responsibilities

• Serve as the primary point of contact for IT incidents and service requests, ensuring high customer satisfaction.
• Troubleshoot and resolve hardware, software, mobile, and connectivity issues across Windows and macOS environments.
• Log, track, and manage incidents using ITSM tools in alignment with best practices.
• Install, configure, and maintain end-user devices, applications, and peripherals.
• Support onboarding and offboarding processes, including device provisioning and asset recovery.
• Administer user accounts and access within Active Directory and other enterprise systems.
• Develop and maintain knowledge base articles, documentation, and standard operating procedures.
• Identify recurring issues and recommend process improvements to enhance service delivery.
• Participate in Agile ceremonies and collaborate with Infrastructure, Security, and Application teams.

Requirements

• Experience supporting Windows and macOS operating systems in an enterprise environment.
• Working knowledge of virtual desktop infrastructure (VDI) and VMware platforms.
• Experience with endpoint patching, vulnerability remediation, and system updates.
• Strong troubleshooting and problem-solving skills across hardware and software.
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Excellent written and verbal communication skills with a strong customer-service focus.
• Ability to participate in an on-call rotation and provide after-hours support as needed.

Preferred Qualifications

• Experience working within Agile environments or holding Scrum certifications (e.g., CSM, PSM).
• Demonstrated experience mentoring or supporting junior Service Desk team members.
• Familiarity with ITSM frameworks such as ITIL.
• Experience supporting hybrid or remote workforce environments.
• Exposure to enterprise security and compliance standards in a regulated environment.

Benefits

• Market competitive base salaries with yearly bonus potential.
• Comprehensive medical, dental, vision, life, and disability insurance.
• 401(k) plan with company match (up to 4%) and a company-funded pension plan.
• Wellness Programs with annual reimbursement for personal wellbeing needs.
• Education benefits to help finance degrees and accredited certificate programs.
• Employee Stock Purchase Plan.

About the Company

PGIM Quantitative Solutions (PQS) is a global investment manager within PGIM, the asset management business of Prudential Financial. PQS leverages advanced quantitative research, data science, and technology-driven strategies to deliver innovative investment solutions across asset classes.