[Remote] Technology Solution Center Analyst

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.

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