Technology Solution Center Lead

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Serve as an escalation point for intricate technical challenges

• Deliver technical assistance via phone and ticketing systems; offer chat support as per business requirements

• Generate, document, monitor, and resolve incidents utilizing ServiceNow or equivalent ITSM tools

• Prioritize, classify, and log issues

• Identify and rectify hardware, software, network, and access-related problems

• Clearly communicate technical solutions to users with non-technical backgrounds

• Provide mentorship, guidance, and support to junior analysts

• Recognize incident trends and suggest improvements for processes, knowledge base enhancements, and automation opportunities

• Comply with organizational policies, security protocols, and confidentiality obligations

• Offer support and resolve problems related to technology products and applications

• Conduct business process analysis projects, which encompass research, presentations, problem resolution, and improvement suggestions

• Address incidents and fulfill requests based on knowledge documentation

• Evaluate Technology Solution Center operations through data analysis, trend identification, graphing, and the development and delivery of presentations

• Contribute to the creation of functional requirements for IT systems

• Assist leadership with knowledge management, training, new product support, and other specialized projects

⛳️ Requirements

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

• Strong background in providing phone-based technical support

• Familiarity with ticketing systems; ServiceNow is preferred

• Proven ability to manage high-volume support scenarios

• Robust IT foundation, including principles of hardware, software, and networking

• Exceptional troubleshooting, communication, and customer service abilities

• A quiet, secure workspace free from distractions

• Must adhere to PNC’s standards for data privacy and confidentiality

• Reliable internet connection and capability to work standard business hours

• An associate degree or equivalent qualification, along with related experience or product knowledge

• Typically requires 4+ years of relevant business or functional experience

• In the absence of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be accepted

• Must be eligible to work without employment visa sponsorship; PNC will not offer sponsorship or participate in STEM OPT

🏝️ Benefits

• Medical/prescription drug coverage with a Health Savings Account option

• Options for dental and vision coverage

• Life insurance for employees and their spouses/children

• Short- and long-term disability insurance

• 401(k) plan with PNC matching contributions

• Pension plan

• Stock purchase program

• Dependent care reimbursement account

• Backup childcare/elder care services

• Reimbursement for adoption, surrogacy, and doula services

• Educational assistance, including fully funded select programs

• Comprehensive wellness program with financial rewards

• Maternity and/or parental leave

• Up to 11 paid holidays annually

• 9 occasional absence days each year, unless otherwise mandated by law

• 15 to 25 vacation days each year, based on career level and tenure

• Reasonable accommodations for applicants and qualified individuals with disabilities