Technology Solution Center Analyst

PNC

Remote

Quick summary

Work type
Remote
Location
OHPA
Posted
2 days ago
Nearby
99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $163k
$114k most similar roles pay here $212k

This listing doesn't post a salary. Most similar roles pay $123,750–$202,475.

Based on 240 similar postings.

Employer

About PNC

PNC is one of the largest diversified financial services institutions in the U.S., based in Pittsburgh, PA, it provides retail banking, corporate banking, and asset management.

PNC currently has 176 open roles on FindRole.

Listed pay typically runs $86,250–$172,500 across 60 roles with salary data.

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At a glance

TL;DR · Technology Solution Center Analyst

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As a Technology Solution Center Analyst Lead within PNC’s Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support across various enterprise systems. Your day-to-day responsibilities include managing complex technical issues through chat and ticketing platforms like ServiceNow, ensuring efficient resolution while maintaining exceptional customer service standards. You will diagnose and resolve hardware, software, network, and access-related problems, manage up to 20–40 chat interactions daily, and document incidents for proper prioritization and categorization. Additionally, you will identify trends in incident data to recommend process improvements and automation opportunities, adhering strictly to organizational policies and security standards. This role requires strong technical skills, including experience with IT support systems and a solid background in hardware, software, and networking fundamentals.

Skills

ServiceNow Terraform Python PostgreSQL Docker CI/CD Kubernetes AWS Azure Google Cloud Platform GitHub Jira Confluence Prometheus Grafana Ansible Linux Windows Server Network Security Data Privacy Compliance

What you'll do

  • Lead escalation management for complex technical issues to ensure timely resolution.
  • Provide multi-channel support through chat and ticketing systems, handling up to 40 chats daily.
  • Manage incident documentation and tracking using ITSM platforms like ServiceNow.
  • Diagnose and resolve hardware, software, network, and access-related technology issues.
  • Enhance customer experience by clearly communicating technical solutions to non-technical users.

What we're looking for

  • Proven Service Desk or IT Support experience in a professional environment.
  • Strong experience handling chat-based technical support and managing high-volume chats (20–40/day).
  • Solid background in hardware, software, networking fundamentals, and troubleshooting skills.
  • Familiarity with ticketing systems like ServiceNow for incident management.
  • Excellent communication and customer service skills to deliver high-quality user support.
  • Ability to adhere to organizational policies, security standards, and confidentiality requirements.

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