[Hiring] Technology Solution Center Analyst @PNC

Role Description

As a Technology Solution Center (TSC) Analyst within PNC’s Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support via inbound and outbound phone support. This role focuses on real-time issue resolution while maintaining exceptional customer service standards in a fast-paced, phone-based environment.

• 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.

Qualifications

• 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.

Requirements

• Fully remote with a quiet, secure workspace.
• Must meet data privacy and confidentiality standards.
• Reliable high-speed internet required.

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 and years of service.