Senior Service Desk Specialist - PGIM Technology (Hybrid - Newark, NJ)

About the role

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. The organization combines deep financial expertise with cutting-edge infrastructure and engineering capabilities to support scalable, resilient, and highly secure investment platforms. Technology plays a critical role in enabling PQS to operate efficiently, manage risk, and deliver value to clients in a fast-paced and highly regulated environment.

Responsibilities

• Serve as the primary point of contact for IT incidents and service requests, ensuring a high level of customer satisfaction
• Troubleshoot and resolve hardware, software, mobile, and connectivity issues across a Windows and macOS environment
• Log, track, and manage incidents and requests using ITSM tools in alignment with best practices
• Escalate complex issues to internal teams or vendors and ensure timely follow-through to resolution
• Install, configure, and maintain end-user devices, applications, and peripherals
• Support onboarding and offboarding processes, including provisioning access, configuring devices, and recovering assets
• Manage hardware inventory and maintain accurate asset records
• Administer user accounts and access within Active Directory and other enterprise systems
• Ensure compliance with security policies, access controls, and asset management standards
• Develop and maintain knowledge base articles, documentation, and standard operating procedures
• Identify recurring issues and recommend process improvements to enhance service delivery
• Support office moves, workstation setups, and related physical infrastructure tasks
• Participate in an on-call rotation and provide after-hours support as needed

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 issues
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams
• Excellent written and verbal communication skills with a strong customer-service focus
• Able to work independently while contributing effectively within a team environment
• Flexibility to support after-hours or weekend work when required

Qualifications

• Experience working within Agile environments, with Scrum certification (e.g., CSM, PSM) or equivalent experience
• Demonstrated experience mentoring or supporting junior Service Desk team members
• Familiarity with ITSM frameworks (e.g., ITIL) and continuous improvement practices
• Experience supporting hybrid or remote workforce environments, including VDI solutions
• Exposure to enterprise security and compliance standards in a regulated environment
• Strong documentation and knowledge-sharing habits
• A proactive mindset with the ability to identify trends, risks, and operational gaps

Skills

• Technical proficiency in Windows and macOS environments
• Experience with VDI and VMware platforms
• Strong troubleshooting and problem-solving skills
• Proficiency with Microsoft 365 applications
• Excellent communication and customer service skills
• Agile methodologies and Scrum certification (optional)
• Experience with ITSM frameworks and continuous improvement practices
• Experience with hybrid or remote workforce environments
• Security and compliance standards knowledge
• Documentation and knowledge-sharing habits
• Proactive mindset and trend identification

Benefits

• Market competitive base salaries
• Medical, dental, vision, life insurance, disability insurance
• Paid Time Off (PTO)
• Leave of absences, such as parental and military leave
• 401(k) plan with company match (up to 4%)
• Company-funded pension plan
• Wellness Programs
• Work/Life Resources
• Education Benefit
• Employee Stock Purchase Plan
• Discretionary annual incentive program

Pay

• Market competitive base salaries

Schedule

• Full-time position