Prudential Financial

Senior Service Desk Specialist

Prudential Financial$75K — $95K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience supporting Windows and macOS in an enterprise setting
  • Familiarity with virtual desktop infrastructure (VDI) and VMware
  • Experience with endpoint patching and vulnerability remediation
  • Strong troubleshooting skills across hardware and software
  • Proficiency in Microsoft 365 applications
  • Excellent communication skills with a customer service focus
  • Ability to work independently and as part of a team

Responsibilities

  • Serve as the primary contact for IT incidents and service requests
  • Troubleshoot hardware, software, and connectivity issues
  • Log and manage incidents using ITSM tools
  • Escalate complex issues to relevant teams or vendors
  • Install and configure end-user devices and applications
  • Support onboarding and offboarding processes
  • Ensure compliance with security policies and asset management

Benefits

  • Market competitive base salary with bonus potential
  • Comprehensive medical, dental, and vision benefits
  • 401(k) plan with company match of up to 4%
  • Company-funded pension plan
  • Wellness programs reimbursing up to $1,600 annually
  • Resources for work/life balance and personal support
  • Education benefits for college and accredited programs
  • Employee Stock Purchase Plan at a discount
Full Job Description
Job Classification:
Technology - Admin & Support

What You Will Do
  • 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
  • Participate in Agile ceremonies and collaborate with Infrastructure, Security, and Application teams
  • Support office moves, workstation setups, and related physical infrastructure tasks
  • Participate in an on-call rotation and provide after-hours support as needed


What You Will Need
  • 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
  • Ability to work independently while contributing effectively within a team environment
  • Flexibility to support after-hours or weekend work when required


What We Would Love to See
  • Experience working within Agile environments, with Scrum certification (e.g., CSM, PSM) or equivalent experience strongly preferred-demonstrating the ability to participate effectively in stand-ups, sprint ceremonies, and continuous improvement initiatives
  • 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


What we offer you:

  • 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.



If you are experiencing a technical issue with your application or an assessment, please email [email protected] to request assistance.

About Prudential Financial

Prudential Financial is a financial services company that specializes in the fields of investment management, life insurance, and retirement benefits. It focuses on helping individuals and institutional customers to grow and protect their wealth. The company also offers an inclusive work environment where employees can develop to their full potential, and give back to the communities where they live and work. Prudential Financial was founded in 1875 and headquartered in Newark, New Jersey.

Prudential Financial Careers

Join the esteemed ranks of Prudential Financial, a global leader in financial services, where your career is nurtured, your innovation valued, and your professional growth guaranteed. Work You’ll Do At Prudential Financial, we are committed to helping individuals and businesses tackle their financial challenges with robust solutions. As part of our team, you will lead efforts to innovate and expand our services, ensuring that we remain at the forefront of the financial industry. Transform the financial landscape with your expertise and join a team where diversity, leadership, and personal growth are not just encouraged but actively fostered. With Prudential Financial, you position yourself at the nexus of finance and cutting-edge innovation. Collaborate with a global network of professionals, dedicated to steering clients through their financial journeys with precision and foresight. Our culture thrives on teamwork, leadership, and a shared commitment to excellence. Prudential Financial Job Opportunities We are actively hiring and have a variety of job opportunities designed to bring out the best in each employee. From entry-level positions to leadership roles, Prudential Financial offers a path for every ambitious professional eager to make an impact in the financial sector. Do Innovative Work Join our team of over 40,000 professionals worldwide, working together to reshape the future of finance. At Prudential Financial, your skills in networking, strategic thinking, and leadership will drive change and foster an environment of continuous innovation and growth. Internship Programs Kickstart your career with a Prudential Financial internship. Our programs offer invaluable industry insights and hands-on experience, making them a perfect starting point for students and recent graduates eager to make their mark. Benefits and Culture Prudential Financial is not just about professional achievements but also about personal well-being. Our employees enjoy comprehensive benefits, including health, life, and disability insurance, retirement plans, and generous paid time off. More than just benefits, our company culture is built on mutual respect, inclusivity, and the collective pursuit of excellence. Future-Proof Your Career With Prudential Financial, career advancement is a reality. We provide extensive training and development programs, including leadership and diversity training, to ensure you are always ahead of the curve. Explore Discover how Prudential Financial leads the way in financial innovation and client service. Read more about our latest projects and the impact they have on our clients and the industry. Stay Connected Join Our Team Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Explore Prudential Financial jobs today and find where you fit in our dynamic team. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Prudential Financial.
Learn more about Prudential Financial
Size
88 employees
Market Cap
$36.2 billion
Industry
Net Income
-$374 million
Founded
1875
5 Year Trend
+3.8%
Revenue
$57 billion
NASDAQ

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