Technology Solution Center Analyst Lead

PNC Bank • Akron, OH

2d • $34,000 - $60,000 • Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Technology Solution Center Analyst Lead within PNC's Technology organization, you can sit in Akron, OH. This position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at manager’s discretion. Monday - Friday: 8:00 am – 5:00 pm PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Hardware support (laptop/desktop), Printer Installation, Software Support Center Ticketing and Customer Requests Working with networks/routers Wireless access support Mobile Support (PNC Apps) Project work, Bridge Support Responsible for providing SME support specific to all desktop applications and technology related support events, activities, and/or changes. - Provide second level/SME technical support to all PNC clients and contractors including all incidents that can be serviced remotely . - Immediate technical service using warm transfers for clients who cannot log into PC, VDI, or VPN - Improve the client experience and provide less work interruption for local Field Service markets through immediate resolution of "remotely resolvable" client incidents allowing greater client productivity. - Respond to requests for technical assistance via chat and/or web tickets - Remain current with support changes/updates - Adhere to Service Desk and Company Polices and Incident Management process PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Provides support and problem resolution for technology products and applications. Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware. Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements. Resolves incidents and fulfills requests in accordance with knowledge documentation. Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery. Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations. Supports leadership with knowledge management, training, new product support, and other specialties/projects. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Requirements

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• 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 4+ years of related business or functional experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

• Customer Solutions
• Data Architecture
• End Users
• Problem Resolution
• Technical Support
• Customer Support Policies, Standards and Procedures
• IT Environment
• IT Service Management (ITSM)
• PC/Workstation Hardware
• PC/Workstation Software
• Service Request Management Process
• Software Installation and Support
• Technical Troubleshooting
• Telecommunications

Responsibilities

• Hardware support (laptop/desktop)
• Printer Installation
• Software Support Center Ticketing and Customer Requests
• Working with networks/routers
• Wireless access support
• Mobile Support (PNC Apps)
• Project work
• Bridge Support
• Responsible for providing SME support specific to all desktop applications and technology related support events, activities, and/or changes.
• Provide second level/SME technical support to all PNC clients and contractors including all incidents that can be serviced remotely .
• Immediate technical service using warm transfers for clients who cannot log into PC, VDI, or VPN
• Improve the client experience and provide less work interruption for local Field Service markets through immediate resolution of "remotely resolvable" client incidents allowing greater client productivity.
• Respond to requests for technical assistance via chat and/or web tickets
• Remain current with support changes/updates
• Adhere to Service Desk and Company Polices and Incident Management process
• Provides support and problem resolution for technology products and applications.
• Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware.
• Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery.
• Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Supports leadership with knowledge management, training, new product support, and other specialties/projects.

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future.
• Depending on your eligibility, options for full-time employees include: 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.
• In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.
• To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree