Note: The job is a remote job and is open to candidates in USA. PNC is hiring a Technology Solution Center Analyst for its Service Desk organization. The role provides phone-based technical support, resolves technology issues, documents incidents, and escalates complex problems while delivering customer service to employees and contractors.
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
- 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
- Cloud Computing
- Communication
- Customer Service
- Operating Systems (OS)
- Phone Support
- Problem Solving
- Remote Access
- Service Level Agreement (SLA)
- ServiceNow IT Service Management (ITSM)
- Third Level Support
- Ticketing Systems
- Troubleshooting
- Virtualization
- Call Center Technologies
- Customer Support Operations
- Hardware Infrastructure
- Help Desk
- IT Standards
- Procedures & Policies
- Problem Solving
- Technical Troubleshooting
Benefits
- Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options.
- Depending on your eligibility, options for full-time employees include employee and spouse/child life insurance.
- Depending on your eligibility, options for full-time employees include short and long-term disability protection.
- Depending on your eligibility, options for full-time employees include 401(k) with PNC match, pension and stock purchase plans.
- Depending on your eligibility, options for full-time employees include dependent care reimbursement account.
- Depending on your eligibility, options for full-time employees include back-up child/elder care.
- Depending on your eligibility, options for full-time employees include adoption, surrogacy, and doula reimbursement.
- Depending on your eligibility, options for full-time employees include educational assistance, including select programs fully paid.
- Depending on your eligibility, options for full-time employees include a robust wellness program with financial incentives.
- PNC generally provides paid maternity and/or parental leave, depending on your eligibility.
- PNC generally provides up to 11 paid holidays each year, depending on your eligibility.
- PNC generally provides 9 occasional absence days each year, unless otherwise required by law, depending on your eligibility.
- PNC generally provides between 15 to 25 vacation days each year, depending on career level and eligibility.
- Fully remote work may be available in select geographic locations, subject to PNC approval; work must be conducted from a quiet, secure, and confidential home-based workspace, and occasional in-office participation may be required based on business needs.
Company Overview