Technology Solution Center Analyst Lead

PNC • Akron, OH

107d • $34,000 - $60,000

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 Analyst Lead within PNC's Technology organization, you can sit in Akron, OH. This position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at manager's discretion. Monday - Friday: 8:00 am - 5:00 pm.

Requirements

• 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

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

Responsibilities

• Provide second level/SME technical support to all PNC clients and contractors including all incidents that can be serviced remotely.
• Immediate technical service using warm transfers for clients who cannot log into PC, VDI, or VPN.
• Improve the client experience and provide less work interruption for local Field Service markets through immediate resolution of 'remotely resolvable' client incidents allowing greater client productivity.
• Respond to requests for technical assistance via chat and/or web tickets.
• Remain current with support changes/updates.
• Adhere to Service Desk and Company Policies and Incident Management process.
• Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery.
• Participate in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Support leadership with knowledge management, training, new product support, and other specialties/projects.

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
• 8 occasional absence days each year
• 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
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree