Technology Solution Center Analyst Lead

PNC Bank • Cleveland, OH

9d • Onsite

About The Position

As a Tech Solution Center Analyst within PNC's Technology organization, this role is based on site in Cleveland, Ohio, and provides on-call support on a 24/7 rotation. The position provides first-level technical support and problem resolution for end users and technology products and applications, including hardware, software, connectivity, and access-related issues. Support is delivered through the Technology Solution Center, walk-up services, and remote or onsite tools, with a strong customer-service focus.

The role diagnoses, documents, tracks, and resolves incidents and requests in accordance with knowledge documentation, escalating complex issues when appropriate. It also supports Technology Solution Center operations through performance and trend analysis, business process analysis, recommendations for improvement, functional requirements development, and support for leadership in knowledge management, training, and new product support. The analyst lead serves as a technical resource for team members and contributes to continuous improvement.

PNC describes itself as an in-office company and emphasizes an inclusive, supportive workplace. Employment visa sponsorship and STEM OPT participation are not provided for this position.

Requirements

• Typically requires an associate degree or equivalent and related experience or product knowledge; a comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree.
• Typically requires 4 or more years of related business or functional experience.
• Demonstrate appropriate knowledge, skills, and abilities for the role.
• Demonstrated experience troubleshooting end-user technology in an enterprise environment.
• Customer-focused approach, with the ability to prioritize customer needs and satisfaction and create customized customer solutions.
• Ability to assess and effectively manage risks associated with business objectives and activities.
• Available for on-call support on a 24/7 rotation.
• A+ or Network+ certification is preferred; no certification is required.

Nice To Haves

• A+ certification.
• Network+ certification.
• Business process analysis, communication, data analysis, graphing, incident management, ITIL, knowledge management, problem solving, system administration, and trend analysis skills.
• Experience troubleshooting end-user technology in an enterprise environment.

Responsibilities

• Provide first-level technical support and troubleshooting for end users, including hardware, software, connectivity, and access-related issues.
• Diagnose, document, track, and resolve technical incidents using ServiceNow, escalating more complex issues when appropriate.
• Support PC hardware and software, mobile devices, printers, and network connectivity, including installation, configuration, maintenance, and troubleshooting.
• Deliver hands-on support through the Technology Solution Center and walk-up support environment while maintaining a strong customer-service focus.
• Serve as a technical resource for team members by sharing knowledge, assisting with complex issues, and supporting continuous improvement efforts.
• Provide support and problem resolution for technology products and applications using utilities and tools to deliver remote and onsite technical support.
• Manage and perform business process analysis projects and related assignments, including research, presentations, problem resolution, and recommendations for improvement.
• Resolve incidents and fulfill requests in accordance with knowledge documentation.
• Support performance analysis for Technology Solution Center operations, including data and trend analysis, graphing, and presentation development and delivery.
• Participate in creating functional requirements for IT systems intended to improve operational effectiveness and efficiency.
• Support leadership with knowledge management, training, new product support, and other specialties or projects.
• Assess and manage risks associated with business objectives and activities in alignment with PNC's Enterprise Risk Management Framework.

Benefits

• Medical and prescription drug coverage, including 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 and elder care.
• Adoption, surrogacy, and doula reimbursement.
• Educational assistance, including select programs that are fully paid.
• Wellness program with financial incentives.
• Maternity and/or parental leave, depending on eligibility.
• Up to 11 paid holidays each year, depending on eligibility.
• 9 occasional absence days each year, unless otherwise required by law.
• 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: Senior
• Education Level: Associate degree