[Remote] Technology Solution Center Analyst
Note: The job is a remote job and is open to candidates in USA. PNC is a leading financial services institution that values its people as the greatest differentiator in the markets it serves. They are seeking a Technology Solution Center Analyst to provide high-quality technical support, focusing on real-time issue resolution while maintaining exceptional customer service standards. The role involves handling inbound calls, troubleshooting technical issues, and collaborating with internal teams for resolution.
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
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
- Customer Service
- Customer Solutions
- Data Architecture Development
- End Users
- Phone Support
- Problem Resolution
- Service Level Agreement (SLA)
- ServiceNow IT Service Management (ITSM)
- Technical Support
Benefits
- Medical/prescription drug coverage (with a Health Savings Account feature)
- Dental and vision options
- Employee and spouse/child life insurance
- Short and long-term disability protection
- 401(k) with PNC match, pension and stock purchase plans
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- A robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- Between 15 to 25 vacation days each year, depending on career level
- Years of service
Company Overview