Technology Solution Center Analyst Lead

PNC • Columbus, OH

7d • $41,250 - $68,750 • Onsite

About The Position

As a Technology Solution Center (TSC) Analyst Lead within PNC’s 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 chat, phone and desk support. The role requires strong technical aptitude, communication skills, and the ability to manage escalations. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Requirements

• Proven Service Desk / IT Support experience in a professional environment.
• Strong experience handling chat-based, phone and desktop technical support.
• Familiarity with ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage high-volume support including phone support, and desktop support.
• Solid IT background (hardware, software, networking fundamentals).
• Excellent troubleshooting, communication, and customer service skills.
• Reliable transportation, able to work on-call support and overtime.
• Must meet PNC’s standards for data privacy and confidentiality.
• 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.
• 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

• Computer Technical Support
• Customer Solutions
• Data Architecture Development
• End Users
• Field Technical Support
• Problem Resolution
• Technical Support
• Technical Troubleshooting
• Ticketing Systems
• 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

Responsibilities

• Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Provide support through chat, phone and ticketing platforms while maintaining quality and responsiveness.
• 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.
• Interact with customers in person in a friendly and professional manner.
• 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