Technology Solution Center Analyst Lead

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as a key contact responsible for delivering exceptional technical support across the organization.

• Serve as an escalation point for intricate technical challenges, ensuring they are resolved promptly and accurately.

• Offer assistance via chat and ticketing systems, maintaining high standards of quality and responsiveness.

• Create, document, monitor, and resolve incidents utilizing tools like ServiceNow.

• Diagnose and address issues related to hardware, software, networking, and access.

• Provide outstanding customer service by effectively communicating technical solutions.

• Offer guidance, coaching, and support to junior analysts when necessary.

• Analyze incident trends and propose process enhancements to boost efficiency.

⛳️ Requirements

• Demonstrated experience in Service Desk / IT Support within a professional setting.

• Robust experience in managing chat-based technical support.

• Familiarity with ticketing systems, preferably ServiceNow.

• Proven capability to handle high-volume chat support.

• Strong foundation in IT, including hardware, software, and networking principles.

• Exceptional troubleshooting, communication, and customer service abilities.

• Must comply with PNC’s standards for data privacy and confidentiality.

🏝️ Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature).

• Options for dental and vision care.

• Life insurance for employees and their spouses/children.

• Protection against short and long-term disability.

• 401(k) plan with matching contributions from PNC.

• Pension and stock purchase plans available.

• Dependent care reimbursement account offered.

• Back-up child and elder care services.

• Reimbursement for adoption, surrogacy, and doula services.

• Educational assistance, including fully funded select programs.

• A comprehensive wellness program with financial incentives.

• Paid time off, including maternity and/or parental leave, holidays, and vacation days.