Tech Solution Ctr Analyst

PNC

1d • Hybrid

About The Position

At PNC, the Technology Solution Center Analyst role within the TSC SERVICE DESK organization is a remote position, though occasional in-office participation may be required. The role focuses on delivering the best experience for customers and fostering an inclusive workplace culture. The analyst provides first-line support and problem resolution for technology products and applications, utilizing utilities and tools for remote technology support to internal employees and contractors. Key responsibilities include escalating issues to higher-level support teams, resolving technology issues at the point of contact, and collaborating with end-users and other analysts to address information system problems. Employees are expected to be customer-focused, aligning decisions with customer needs, and adept at managing risk in accordance with PNC's Enterprise Risk Management Framework. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Requirements

• Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
• 3+ years experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
• 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.
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• IT Standards, Procedures & Policies
• Problem Solving
• Technical Troubleshooting

Nice To Haves

• Chat experience
• Service Desk Experience
• Ticket Experience
• Phone Experience
• IT Background
• Customer Solutions
• Data Architecture
• End Users
• Problem Resolution
• Technical Support

Responsibilities

• 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.
• 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.
• Be 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.

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree