Technology Solution Center Analyst Lead
About The Position
The Technology Solution Center Analyst provides support and problem resolution for technology products and applications, using utilities and tools to deliver remote and onsite technical support for end-user software and hardware. The role provides first-level technical support and troubleshooting for hardware, software, connectivity, and access-related issues, resolving incidents and fulfilling requests according to knowledge documentation and escalating complex issues when appropriate. The position also manages and performs business process analysis projects and related assignments for the management team, including research, presentations, problem resolution, and improvement recommendations. It supports Technology Solution Center performance analysis through data and trend analysis, graphing, and presentation development and delivery; contributes to functional requirements for IT systems; and supports leadership with knowledge management, training, new product support, and other projects. The role is based onsite in Cleveland, Ohio, with 24/7 on-call support on rotation. The position requires a customer-focused approach and effective risk management in accordance with PNC’s Enterprise Risk Management Framework.
Requirements
- Typically requires an associate degree or equivalent and related experience or product knowledge.
- Typically requires 4 or more years of related business or functional experience.
- A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
- Demonstrate appropriate knowledge, skills, and abilities for the role.
- Demonstrate customer focus and knowledge of practices that prioritize customer needs and satisfaction.
- Provide 24/7 on-call support on rotation.
Nice To Haves
- A+ or Network+ certification is preferred.
- Demonstrated experience troubleshooting end-user technology in an enterprise environment.
- Preferred skills include business process analysis, communication, data analysis, graphing, incident management, ITIL, knowledge management, problem solving, system administration, and trend analysis.
- Competencies include customer support policies, standards and procedures; IT environment; IT service management; PC/workstation hardware and software; service request management; software installation and support; technical troubleshooting; and telecommunications.
Responsibilities
- Provide first-level technical support and troubleshoot end-user 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.
- Resolve incidents and fulfill requests in accordance with knowledge documentation.
- Manage and perform business process analysis projects and related assignments, including research, presentations, problem resolution, and recommendations for improvements.
- Assist with performance analysis of Technology Solution Center operations, including data analysis, trend analysis, graphing, and presentation development and delivery.
- Participate in creating functional requirements for IT systems that improve operational effectiveness and efficiency.
- Support leadership with knowledge management, training, new product support, and other specialties or projects.
- Share knowledge with team members, assist with complex issues, and support continuous improvement efforts.
- Assess and manage risks associated with business objectives and activities in accordance 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 plan
- Stock purchase plan
- Dependent care reimbursement account
- Back-up child and elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select fully paid programs
- 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
- 15 to 25 vacation days each year, depending on career level and years of service
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
