Technology Solution Center Analyst
About The Position
As a Technology Solution Center (TSC) Analyst within PNC’s Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support via inbound and outbound phone support. This role focuses on real-time issue resolution while maintaining exceptional customer service standards in a fast-paced, phone-based environment. Provides the first line of support and problem resolution for technology products and applications. Utilizes utilities and tools to provide remote technology support services for internal employee/contractor technology. Escalates issues to second and third level support teams through pre-determined directions or procedures. Resolves employee/contractor technology issues during point of contact. Partners with end-user and other analysts to resolve normal and unusual information system problems.
Requirements
- Proven Service Desk or IT Support experience.
- Strong background in phone-based technical support.
- Experience with ServiceNow or similar ticketing systems.
- Ability to handle high call volumes effectively.
- Solid understanding of IT fundamentals (hardware, software, networking).
- Excellent troubleshooting, communication, and customer service skills.
- Must meet data privacy and confidentiality standards.
- Reliable high-speed internet required.
Nice To Haves
- Chat Support
- Customer Service
- Customer Solutions
- Data Architecture Development
- End Users
- Problem Resolution
- ServiceNow IT Service Management (ITSM)
- Technical Support
Responsibilities
- Provide phone-based technical support, handling a high volume of inbound calls professionally.
- Guide users through troubleshooting steps in real time to resolve issues on first contact.
- Create, document, and track incidents using ServiceNow or similar ITSM tools.
- Diagnose and resolve hardware, software, network, and access-related issues.
- Deliver excellent customer service and clearly explain technical concepts to non-technical users.
- Escalate complex issues and collaborate with internal teams for resolution.
- Identify recurring issues and suggest process improvements.
- Follow security and compliance policies in a remote environment.
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
