Technology Solution Center Analyst

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success.

Technology Solution Center Analyst within PNC's Service Desk organization, you may be based in a remote location.

Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Monday - Friday: 7:00 am – 4:00 pm

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Provides the first line of support and problem resolution for technology products and applications.
• Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology.
• Escalates issues to second and third level support teams through pre-determined directions or procedures.
• Resolves employee/contractor technology issues during point of contact.
• Partners with end-user and other analysts to resolve normal and unusual information system problems.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Customer Solutions, Data Architecture, End Users, Problem Resolution, Technical Support

Competencies

Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, IT Standards, Procedures & Policies, Problem Solving, Technical Troubleshooting

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) …