Technology Solution Center Specialist

PNC • Asheville, NC

3d • 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 TSC FIELD SERVICES SE organization, you will be based in Asheville, NC. Monday - Friday: 8:00 - 5:00 pm On Call Rotation: 2 weeks, every 6 months On Call for locations serviced by the Specialist •Nice to have: Experience with financial institution or other business with similar equipment and peripherals. •Communication and interpersonal skills. •Experience with ServiceNow. •Proficient in both deskside & remote service support. •Experience working on & supporting IT projects and renovation efforts from an IT perspective. •Experience in asset recovery & managing a depot and assets. •Experience in supporting, racking, stacking, replacing network equipment. •Experience troubleshooting both hardware and software issues. •Cable management and keeping cabling neat & tidy. •Knowledge of working with and updating SharePoint sites. •Experience in working in an environment where incidents and tasks have Service Level Agreements (SLAs) and has experiencing updating, closing and resolving issues within a given timeline. •Nice to have: Dell and/or HP certification and/or A+ certification. 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. Job Description 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. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: 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.

Requirements

• 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.
• Customer Solutions
• Data Architecture
• 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
• Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
• Bachelors
• No Required Certification(s)
• No Required License(s)

Nice To Haves

• Experience with financial institution or other business with similar equipment and peripherals.
• Communication and interpersonal skills.
• Experience with ServiceNow.
• Proficient in both deskside & remote service support.
• Experience working on & supporting IT projects and renovation efforts from an IT perspective.
• Experience in asset recovery & managing a depot and assets.
• Experience in supporting, racking, stacking, replacing network equipment.
• Experience troubleshooting both hardware and software issues.
• Cable management and keeping cabling neat & tidy.
• Knowledge of working with and updating SharePoint sites.
• Experience in working in an environment where incidents and tasks have Service Level Agreements (SLAs) and has experiencing updating, closing and resolving issues within a given timeline.
• Dell and/or HP certification and/or A+ certification.

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.

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future.
• Depending on your eligibility, options for full-time employees include: 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.
• In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.
• To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees