Position Overview

　　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 Tech Solution Center Analyst Lead within PNC's Technology Service Center (TSC) organization, you will be based in Pittsburgh, PA. The office address is 300 Fifth Ave, Pittsburgh, PA 15222.

　　Monday-Friday core hours required 8:00-5:00

　　Pager duty is rotated on a weekly basis; 24 hour support for escalated issue 1 week every 3 months

　　Preferred experience:

　　Networking, Windows, MAC support, PC troubleshooting, Helpdesk Experience, Geek Squad, Apple Genius bar experience, A+ certification, Network + certification, Office 365, mobile device support

　　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.

　　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.

　　Competencies

　　Call Center Technologies - Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.

　　Customer Support Operations - Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center.

　　Hardware Infrastructure - Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.

　　Help Desk - Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.

　　Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

　　Software Installation and Support - Knowledge of and ability to plan and execute software platform changes with minimal service disruption to the client.

　　Technical Troubleshooting - Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

　　Work Experience

　　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.

　　Education

　　Associates

　　Additional Job Description

　　Benefits

　　PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

　　Disability Accommodations Statement:

　　If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and select Option 4: Recruiting for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

　　At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

　　Equal Employment Opportunity (EEO):

　　PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

　　California Residents

　　Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.