Technology Solution Center Analyst

PNC • Home Location-CO (COH01), CO

8d • $37,000 - $75,000 • Remote

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. PNC is committed to fostering an inclusive workplace culture where all employees feel respected, valued, and have an opportunity to contribute to the company’s success.

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.
• Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
• Typically requires 3+ years 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

• Customer Service
• Customer Solutions
• Data Architecture Development
• End Users
• Phone Support
• Problem Resolution
• ServiceNow IT Service Management (ITSM)
• Technical Support
• Troubleshooting
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• IT Standards, Procedures & Policies
• Problem Solving
• Technical Troubleshooting

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.
• 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.

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