Senior Service Desk Technician

Job Title

Senior Service Desk Technician

Location

New York, NY

Who We Are

Jennison Associates is a global investment management firm with over $200 billion in Assets under Management spanning across a range of various equity and fixed income investment strategies. Jennison was founded in 1969 on the principle that doing what’s best for clients will always be right for the business. Grounded in our firm values of integrity, collaboration and client focus, the mission across all areas of our firm is to deliver superior long-term investment returns and excellence in client service. This singular focus is embedded in our culture and reflected in the way we invest, the service we provide to our clients, and the people we hire. We recognize that each employee plays a key part in achieving our mission, regardless of their role or title. As a result, we continually strive to make Jennison a fulfilling and rewarding place to work for all employees.

Our Function

The Senior Service Desk Technician delivers advanced, customer-focused end-user support and serves as a senior escalation point within the Service Desk. The role combines hands-on technical support with project work, team guidance, and continuous improvement in a fast-paced financial services environment. This position works independently on complex issues and partners with Technology Services, Information Security, Networking, Infrastructure, and Business Applications teams to maintain reliable technology services and improve the employee technology experience.

Your Impact

Your responsibilities will include, but are not limited to the following:

• Serve as a senior escalation point for complex end-user issues while providing Tier 1, Tier 2, and advanced support through the ticketing system, phone, email, chat, and walk-up requests.
• Prioritize, diagnose, resolve, document, escalate, and communicate incidents and service requests in accordance with established SLAs and procedures.
• Diagnose and resolve hardware, software, operating system, printing, mobile device, peripheral, connectivity, conference room, and unified communications issues.
• Support Microsoft 365 and hybrid workplace services, including Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot, and related productivity tools.
• Install, configure, maintain, and troubleshoot approved applications, endpoint configurations, workstation images, virtual desktop resources, and end-user hardware.
• Support virtual desktop infrastructure, VPN connectivity, secure remote access, and endpoint deployment using Microsoft Intune, Windows Autopilot, PDQ, and related tools.
• Coordinate employee onboarding and offboarding, including account coordination, equipment provisioning, technology orientation, asset recovery, and recordkeeping.
• Support trading-floor users, executive and VIP users, financial market data platforms, and business applications, including Bloomberg, FactSet, CRD, Tradeweb, LSEG Workspace, Cisco IP telephony, and IPC trading turrets.
• Provide audiovisual, conference room, meeting, presentation, and firm event support.
• Lead or support user-impacting projects, including operating system upgrades, platform migrations, hardware refreshes, office moves, system enhancements, and technology deployments.
• Participate in Change Management and CAB activities, including implementation planning, testing, validation, and post-change support.
• Collaborate with technology teams to plan, document, implement, and support solutions through approved change management processes.
• Apply working knowledge of Windows Server environments to support end-user troubleshooting, file and print services, access and permissions issues, and appropriate escalation to Infrastructure teams.
• Support security-related activities, including access reviews, endpoint protection alerts, phishing escalations, vulnerability remediation coordination, and security policy compliance.
• Monitor and respond to endpoint management, patching, compliance, security, and system health alerts; maintain accurate asset, software, and license records.
• Develop and maintain knowledge articles, user guides, technical documentation, and support procedures.
• Guide Service Desk team members, share technical knowledge, and promote consistent troubleshooting and service practices.
• Coordinate with vendors and third-party providers for hardware repairs, technical support, and issue resolution.
• Identify opportunities to improve Service Desk processes, automation, knowledge management, and the employee technology experience.
• Participate in business continuity and disaster recovery testing, shift rotations, occasional travel, and after-hours or weekend support as required.

Your Required Skills & Qualifications:

Required Skills:

• Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent professional experience.
• Minimum of 3 years of desktop, Service Desk, or end-user support experience in an enterprise Windows environment; financial services experience is preferred.
• Experience supporting trading-floor users, executive users, and financial market data platforms is preferred.
• Experience with Microsoft Intune, Windows Autopilot, virtual desktop technologies, remote access solutions, and hybrid Microsoft 365 environments is preferred.
• Ability to independently troubleshoot complex issues, identify solutions, and provide escalation support to other technicians.
• Demonstrated ability to support projects, manage multiple priorities, and deliver results within established timelines.
• Working knowledge of Windows Server, Active Directory, Group Policy, access permissions, endpoint protection tools, and security-related incident escalation is preferred.
• Experience with PowerShell or other basic automation and scripting tools is preferred.
• Strong customer service, analytical, documentation, organizational, relationship management, and communication skills.
• Ability to work independently and collaboratively and explain technical concepts clearly to non-technical users.
• Availability for occasional travel and after-hours or weekend support when required.
• Participation in a shift rotation, including 7:00 a.m.-3:00 p.m., 9:00 a.m.-5:00 p.m., and 11:00 a.m.-7:00 p.m. shifts.
• Preferred certifications include current Microsoft certifications, CompTIA A+, Network+, Security+, or equivalent industry-recognized credentials.

Primary Skills:

• Microsoft 365 and hybrid environments; Windows 11/10; Microsoft Intune; Windows Autopilot; endpoint security; patch management; workstation imaging; PDQ; and basic PowerShell automation.
• Active Directory, Group Policy, TCP/IP, DNS, DHCP, LAN/WAN fundamentals, Mobile Device Management, iPhone/iPad support, VPN connectivity, Zscaler, and secure remote access.
• VMware Horizon, Citrix, Azure Virtual Desktop, Windows Server fundamentals, file and print services, access permissions, and system monitoring.
• Jira Service Management, Confluence, incident and request fulfillment, SLA management, Change Management, CAB support, knowledge management, and asset tracking.
• Bloomberg, FactSet, CRD, Tradeweb, LSEG Workspace, Cisco IP telephony, IPC trading turrets, and conference room technologies.

Success Factors:

• Demonstrates a customer-first mindset, professionalism, responsiveness, and ownership through resolution.
• Balances operational support with project responsibilities and changing priorities.
• Communicates clearly and builds effective partnerships across technology and business teams.
• Guides others through knowledge sharing and consistent support practices.
• Continuously improves support processes, documentation, automation, and user experiences while remaining current with workplace technologies.

What We Offer

Jennison offers a generous benefits package including but not limited to: premier medical benefits, paid time off, a retirement profit sharing plan, wellness reimbursement, fully paid parental leave, family planning support, paid membership to concierge primary care, supplemental mental wellness benefit provides annual allotment of fully paid therapy sessions and unlimited coaching, additional health and wellness benefits, and life insurance. Our hybrid work model provides employees with the flexibility to work remotely 2 days a week.

The base salary range for this role is $100,000 - $115,000. Individual salaries for this role may vary based on various factors including but not limited to, years of experience, range in corporate level, candidate skills, and geographic location. Eligibility to participate in a discretionary annual incentive program is subject to rules governing the program, whereby an award, if any, depends on various factors including but not limited to, individual and organizational performance.

Jennison is committed to treating all applicants and employees fairly and to providing equal opportunity in compliance with applicable federal, state and local laws. Jennison does not and will not discriminate against any employee or applicant for employment on the basis of race, religion, ancestry, color, gender, gender identity, pregnancy, age, physical or mental disability, national origin, marital status, sexual orientation, citizenship status, covered-veteran or military status, genetic information, and/or any other factor protected by law.