Sr. Service Desk Specialist - Tier 1

Fortitude Re; Jersey City (NJ); Hybrid; USD 70,000 - 80,000; Full time

Job summary

A leading reinsurance company is seeking a Sr. Service Desk Specialist to provide IT support. The role involves troubleshooting, user account management, and ensuring smooth IT operations. Candidates should have experience in IT help desk environments and strong customer service skills. This position offers a competitive salary and a hybrid work model.

Benefits

Annual bonus

Generous benefits package

Qualifications

• Experience in IT help desk with customer service excellence.
• Familiarity with Azure Virtual Desktop and basic IT infrastructure.
• Strong communication and troubleshooting skills.

Responsibilities

• Provide frontline IT support via ticket system and other channels.
• Basic troubleshooting for Azure Virtual Desktop and IT services.
• Provision and manage user accounts and permissions.

Skills

Customer Service

Communication

Troubleshooting

Education

2+ years in IT help desk

Tools

Azure Virtual Desktop

AWS

Active Directory

Office 365

Jira

Okta

Job description

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry.Click herefor moreinformation about Fortitude Re.

The Sr. Service Desk Specialist provides frontline IT support and services to end users, acting as the first point of contact for technical issues. This role is responsible for basic troubleshooting, resolving minor technical issues, and escalating more complex problems to higher levels of support. The Sr. Service Desk Specialist ensures smooth operations by handling user provisioning, access permissions, and standard software installations.

What You Will Do:

Respond to user requests for IT support via ticket system, telephone, email, and Teams.

Basic troubleshooting for Azure Virtual Desktop (AVD) and other IT services.

Provisioning and deprovisioning user accounts and setting up access permissions.

Assist with software installations, upgrades, and patching.

Handle IT ticketing system, ensuring timely and effective responses to issues.

Support mobile device management (MDM) for device enrollments and basic troubleshooting.

Monitor systems and escalate issues to L2 or L3 as necessary.

Participate in IT operations such as asset tracking and inventory management.

Provide end-user guidance for common IT issues (e.g., password resets, software usage).

What You Will Have:

2+ years of experience in an IT help desk environment, with a strong foundation in customer service excellence.

Familiarity with Azure Virtual Desktop (AVD) and basic IT infrastructure.

Understanding of user account management (Active Directory, Office 365).

Basic knowledge of networking (e.g., IP configuration, VPN).

Strong communication and customer service skills.

Ability to manage a high volume of tickets and escalate as necessary.

Experience with AWS (Amazon Web Services) is essential.

Ability to write clear and concise IT documentation.

Previous experience with Okta and Jira is preferred but not mandatory.

Excellent troubleshooting, communication, and interpersonal skills.

LI-Hybrid

The base salary range for this role is listed below and will be commensurate with candidate experience. Pay ranges for candidates may differ based on the cost of labor in that location. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.

Base Salary Range: $70,000 USD - $80,000 USD

At Fortitude Re, our strength has always come from our people. Our success is deeply rooted in our ability to embrace the unique attributes, perspectives and experiences of every individual within our company. Fostering a culture of inclusion and belonging where everyone—regardless of background, race, religion, sexual orientation or gender identity—feels valued and respected is a foundation of our culture.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.

To all recruitment agencies : Unless you have been requested to work on this position, or other positions with Fortitude Re, please do not forward any resumes to Fortitude Re employees. Fortitude Re is not responsible for any fees related to unsolicited resumes.

Check us out on YouTube: About Fortitude Re (youtube.com)

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry.Click herefor moreinformation about Fortitude Re.

The Sr. Service Desk Specialist provides frontline IT support and services to end users, acting as the first point of contact for technical issues. This role is responsible for basic troubleshooting, resolving minor technical issues, and escalating more complex problems to higher levels of support. The Sr. Service Desk Specialist ensures smooth operations by handling user provisioning, access permissions, and standard software installations.

What You Will Do:

• 
  

  Respond to user requests for IT support via ticket system, telephone, email, and Teams.

  
  


• 
  

  Basic troubleshooting for Azure Virtual Desktop (AVD) and other IT services.

  
  


• 
  

  Provisioning and deprovisioning user accounts and setting up access permissions.

  
  


• 
  

  Assist with software installations, upgrades, and patching.

  
  


• 
  

  Handle IT ticketing system, ensuring timely and effective responses to issues.

  
  


• 
  

  Support mobile device management (MDM) for device enrollments and basic troubleshooting.

  
  


• 
  

  Monitor systems and escalate issues to L2 or L3 as necessary.

  
  


• 
  

  Participate in IT operations such as asset tracking and inventory management.

  
  


• 
  

  Provide end-user guidance for common IT issues (e.g., password resets, software usage).

  
  

What You Will Have:

• 
  

  2+ years of experience in an IT help desk environment, with a strong foundation in customer service excellence.

  
  


• 
  

  Familiarity with Azure Virtual Desktop (AVD) and basic IT infrastructure.

  
  


• 
  

  Understanding of user account management (Active Directory, Office 365).

  
  


• 
  

  Basic knowledge of networking (e.g., IP configuration, VPN).

  
  


• 
  

  Strong communication and customer service skills.

  
  


• 
  

  Ability to manage a high volume of tickets and escalate as necessary.

  
  


• 
  

  Experience with AWS (Amazon Web Services) is essential.

  
  


• 
  

  Ability to write clear and concise IT documentation.

  
  


• 
  

  Previous experience with Okta and Jira is preferred but not mandatory.

  
  


• 
  

  Excellent troubleshooting, communication, and interpersonal skills.

  
  

LI-Hybrid

The base salary range for this role is listed below and will be commensurate with candidate experience. Pay ranges for candidates may differ based on the cost of labor in that location. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.

Base Salary Range: $70,000 USD - $80,000 USD

At Fortitude Re, our strength has always come from our people. Our success is deeply rooted in our ability to embrace the unique attributes, perspectives and experiences of every individual within our company. Fostering a culture of inclusion and belonging where everyone—regardless of background, race, religion, sexual orientation or gender identity—feels valued and respected is a foundation of our culture.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.

To all recruitment agencies : Unless you have been requested to work on this position, or other positions with Fortitude Re, please do not forward any resumes to Fortitude Re employees. Fortitude Re is not responsible for any fees related to unsolicited resumes.

Check us out on YouTube: About Fortitude Re (youtube.com)

By submitting your application, you agree that Fortitude Re may collect your personal data for recruiting purposes.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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