Technology Solution Center Analyst Lead

Technology Solution Center Analyst Lead at PNC

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.

As a Technology Solution Center Analyst Lead within PNC's TSC SERVICE DESK organization, you will be based in Pittsburgh, PA, Strongsville/Cleveland, OH. This is a remote position where work may be performed from a quiet, confidential space in a home location, approved by PNC. Occasional in-office participation may be required based on business needs.

The work schedule is Monday - Friday, 7:30 am – 4:30 pm EST. Please note, PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Key Responsibilities

• Provides support and problem resolution for technology products and applications.
• Utilizes utilities and tools to provide remote/onsite technical support services on end-user software and hardware.
• Manages and performs business process analysis projects and related assignments for the management team.
• Includes research, presentation, and resolution of problems and recommendations for improvements.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Assists with overall performance analysis for all aspects of Technology Solution Center operations, including data analysis, trend analysis, graphing, presentation development, and delivery.
• Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Supports leadership with knowledge management, training, new product support, and other specialties/projects.

PNC Values

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.

Preferred Skills

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

Competencies

• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• 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 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.

Education

Associates degree.

Certifications & Licenses

No Required Certification(s) or License(s).

Compensation & Benefits

The base salary for this position ranges from $34,000.00 – $60,000.00. Salaries may vary based on geographic location, market data, and on individual skills, experience, and education.

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; and a robust wellness program with financial incentives. Paid time off includes maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year; and between 15 to 25 vacation days each year, depending on career level and years of service.

Key skills/competency

• Technical Support
• Problem Resolution
• Service Desk
• Customer Solutions
• IT Systems
• Call Center Technologies
• Performance Analysis
• Knowledge Management
• Hardware Troubleshooting
• Data Analysis