Technology Solution Center Specialist - Field Services Southwest

PNC • Austin, TX

9d • Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Technology Solution Center Specialist within PNC's Field Services SW organization, you will be based in Austin, TX. A successful Technology Solution Center Specialist demonstrates strong technical troubleshooting skills, excellent customer service, experience supporting enterprise technology environments, knowledge of Microsoft operating systems and productivity tools, and the ability to manage incidents and technology deployments while maintaining high service levels.

Requirements

• Experience troubleshooting hardware, software, network, printer, and connectivity issues.
• Knowledge of Windows 10/11, Microsoft 365, and enterprise IT environments.
• Device deployment, imaging, setup, and refresh experience.
• Familiarity with networking concepts, access points, routers, and security practices.
• Experience with incident management, ticketing systems, and technical support processes.
• Customer Solutions
• Data Architecture Development
• End Users
• Problem Resolution
• Technical Support
• Customer Support Policies, Standards and Procedures
• Customer Support Service Agreements
• Hardware Infrastructure
• IT Environment
• IT Project Management
• IT Service Management (ITSM)
• IT Systems Management
• Performance Measurement and Tuning
• Service Request Management Process
• Systems Software Infrastructure
• Telecommunications
• Workflow Analysis
• Bachelors

Responsibilities

• Provides support and complex 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 complex business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Engages and assists vendors for technology implementations and resolving issues.
• Maintains and upgrades network systems for specific requirements, as needed.
• Executes change requests to implement and refresh technology.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Serves as a mentor while coaching team members and leading knowledge sharing initiatives.
• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

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
• years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level