Technology Solution Center Analyst Lead

PNC • Strongsville, OH

3d • $41,250 - $82,500 • Remote

About The Position

As a Technology Solution Center (TSC) Analyst Lead within PNC’s Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards. You will operate within a fast-paced, multi-channel support environment, providing assistance via phone and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.

Requirements

• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling phone based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume support
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills
• Fully remote role requiring a quiet, secure, and distraction-free workspace
• Must meet PNC’s standards for data privacy and confidentiality
• Reliable internet connection and ability to work standard business hours
• Ability to balance speed and quality in a high-volume support environment
• Strong multitasking and prioritization skills
• Leadership mindset with a focus on team collaboration and continuous improvement
• Commitment to delivering a best-in-class user support experience
• 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.
• 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

• Business Process Analysis
• Communication
• Data Analysis
• Graphing
• Incident Management
• Information Technology Infrastructure Library (ITIL)
• IT End User Support
• Knowledge Management
• Problem Solving
• ServiceNow IT Service Management (ITSM)
• System Administration
• Technical Troubleshooting
• Trend Analysis
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• Problem Solving
• Technical Troubleshooting

Responsibilities

• Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
• Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
• Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
• Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
• Provide guidance, coaching, and support to junior analysts, as needed.
• Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
• Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.
• 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.

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