Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company focused on delivering effective customer experiences through its employees. The Technology Solution Center Analyst provides first-line, phone-based technical support, resolves technology issues, documents incidents, and escalates complex problems while maintaining strong customer service and security standards.
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/contactor 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
Skills
- • 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
- • Fully remote with a quiet, secure workspace
- • Must meet data privacy and confidentiality standards
- • Reliable high-speed internet required
- Typically requires 3+ years experience
- Associates
- Customer Service, Customer Solutions, Data Architecture Development, End Users, Phone Support, Problem Resolution, Service Level Agreement (SLA), ServiceNow IT Service Management (ITSM), Technical Support
- Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, IT Standards, Procedures & Policies, Problem Solving, Technical Troubleshooting
Benefits
- Fully remote work arrangement in approved geographic locations, subject to approval by PNC
- Medical/prescription drug coverage with a Health Savings Account feature, depending on eligibility for full-time employees
- Dental and vision options, depending on eligibility for full-time employees
- Employee and spouse/child life insurance, depending on eligibility for full-time employees
- Short- and long-term disability protection, depending on eligibility for full-time employees
- 401(k) with PNC match, depending on eligibility for full-time employees
- Pension and stock purchase plans, depending on eligibility for full-time employees
- Dependent care reimbursement account, depending on eligibility for full-time employees
- Back-up child/elder care, depending on eligibility for full-time employees
- Adoption, surrogacy, and doula reimbursement, depending on eligibility for full-time employees
- Educational assistance, including select programs fully paid, depending on eligibility for full-time employees
- A robust wellness program with financial incentives
- Maternity and/or parental leave, depending on eligibility
- Up to 11 paid holidays each year, depending on eligibility
- 9 occasional absence days each year, unless otherwise required by law, depending on eligibility
- Between 15 to 25 vacation days each year, depending on career level and eligibility
Company Overview