Associate, Service Desk

Job Classification:
Technology - Admin & Support

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you'll unlock an exciting and impactful career - all while growing your skills and advancing your profession at one of the world's leading financial services institutions.

Your Team & Role:
As an Associate at the Service Desk, you will provide technology and device support, including for Windows 11, O365, MacOS, mobile devices, and laptops, to employees and contractors. Beyond your technical expertise and experience, you will bring excellent problem-solving, communication, and teamwork skills, along with an Agile approach to work, strong business insight, an inclusive leadership attitude, and a commitment to continuous learning. Including developing solutions in Nexthink to effectively identify, address, and resolve common issues, including problem detection and remediation. Additionally, you will develop software and automated solutions to manage the lifecycle of infrastructure services as we address complex business challenges and deploy innovative products, services, and experiences to delight our customers.

Here is What You Can Expect on a Typical Day:
Resolves moderate technical issues from incoming incidents. Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary
. Utilize the ServiceNow ticketing system to manage IT support requests and incidents, and generate dashboard reports to monitor performance and identify areas for improvement
Provide easily consumable services to software development teams to assist in the consumption of infrastructure solutions and partner to implement them
Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction
. Identify, diagnose and troubleshoot workplace issues using Nexthink monitoring software to provide real-time visibility into the end-user computing environment
. Create workflows to connect apps and services in Power Automate, eliminating repetitive tasks and streamlining processes
. Bring an understanding of relevant and emerging technologies, begin to find opportunities to provide input to the team, and embed learning and innovation in the day-to-day
. Use programming languages including but not limited to Python, JavaScript, Shell/Power scripting
. Use ServiceNow for
. Automate unit and integration test cases, solve problems and add new value with automation
. Practice an Agile framework to identify and suggest process enhancements to prevent recurring issues and improve service delivery

The Skills & Expertise You Bring:
Strong knowledge of diagnostic tools and ticketing applications; Proficiency with Computer Software and Hardware; Ability to troubleshoot the client problems by asking specific questions, implementing solutions and testing the outcomes to rule out common errors
. Proficiency in Nexthink and Microsoft Power Platform (Power Automate and Power BI)
Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues
Know-how to identify the symptoms of different problems and direct the clients to the proper feasible solution
Familiarity in using modern programming languages to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts

. Experience with several of the following:
- Programming Languages: Python, Shell/Power scripting
- Infrastructure Fundamentals
o Database Fundamentals: Schemas, Tables, Permissions, SQL
o Networking, TCP/IP and other common communication Protocols: OSI Model, Proxy Firewall
. Knowledge/Understanding of the following:
- Application Programming Interfaces (API): Consumption & Development
- Cloud Computing: Understanding & knowledge (of 1 or more): AWS, Azure, Google Cloud Platform (Google Cloud Platform)
- Cloud service consumption
. Preferred Qualifications:
- Financial/Insurance industry experience is a plus, not a must

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What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $59,300.00 to $88,300.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• Market competitive base salaries, with a yearly bonus potential at every level.
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programsincluding up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law.

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