Tech Solution Ctr Analyst Lead

PNC • Pittsburgh, PA

34d • Onsite

About The Position

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 Lead within PNC's TSC FIELD SERVICES NE organization, you will be based in Pittsburgh, PA.

Monday - Friday 8:00 am - 5:00 pm MT

In office 5 Days per Week.

Driver's License Required

On Call Rotation: Off Hours / Weekend availability on occasion.

Provide prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs)

Responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
Job Description
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 to include research, presentation and resolution of problems and recommendations for improvements.
Resolves incidents and fulfills requests in accordance with knowledge documentation.
Assist with overall performance analysis for all aspects of the 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 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.

Requirements

• Ability to demonstrate outstanding customer service skills.
• Strong oral and written communications skills.
• Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision.
• Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
• Ability to demonstrate strong organizational skills and the ability to follow documentation procedures.
• Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers.
• 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.

Nice To Haves

• Certifications to include A+, Microsoft, and Dell (certain certifications will be required within a certain timeframe of employment) – preferred
• Experience providing customer support for MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
• Experience supporting MS Office products including experience using a commercial trouble ticketing system (ServiceNow) and the ability to track and document actions taken.

Responsibilities

• Travel to Branch Locations in the Greater Pittsburgh Area - vehicle provided by PNC.
• Supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up; printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes.
• Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required.
• Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements.

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, 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; a robust wellness program with financial incentives.
• In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.
• To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees