Technology Solution Center Analyst Lead
About The Position
Provides support and problem resolution for technology products, applications, and endpoint devices. Utilizes utilities and tools to provide remote and onsite technical support services for end user hardware, software, mobile devices, and related technology assets. Manages endpoint lifecycle activities including deployment, configuration, maintenance, troubleshooting, asset inventory management, hardware refreshes, software distribution, and retirement of technology assets in accordance with company standards. Manages and performs business process analysis assignments for the management team, including research, presentation, problem resolution, and recommendations for operational improvements. Resolves incidents and fulfills requests in accordance with established knowledge documentation, service level expectations, and best practices. Participates in the creation of functional requirements for IT systems that improve the effectiveness and efficiency of operations. Supports leadership with knowledge management, training, new product support, asset management initiatives, endpoint management strategies, and other technology specialties. Maintains accurate technology asset records and inventory data, ensuring compliance with asset management policies, auditing requirements, and lifecycle management processes. Collaborates with internal business partners, vendors, and technology teams to support endpoint management and continuous process improvement initiatives.
Requirements
- 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.
- Asset Management
- Customer Solutions
- Data Architecture Development
- Endpoint Monitoring
- End Users
- Problem Resolution
- Technical Support
- Technical Troubleshooting
- Customer Support Policies, Standards and Procedures
- IT Environment
- IT Service Management (ITSM)
- PC/Workstation Hardware
- PC/Workstation Software
- Service Request Management Process
- Software Installation and Support
- Technical Troubleshooting
- Telecommunications
Nice To Haves
- Experience providing enterprise endpoint support for desktops, laptops, mobile devices, and peripheral equipment.
- Experience with IT asset management, inventory control, hardware lifecycle management, and software license tracking.
- Strong analytical, organizational, communication, and customer service skills.
- Experience working in a Service Desk, Technology Solution Center, or IT Operations environment.
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 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.
- Maintains accurate technology asset records and inventory data, ensuring compliance with asset management policies, auditing requirements, and lifecycle management processes.
- Collaborates with internal business partners, vendors, and technology teams to support endpoint management and continuous process improvement initiatives.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
