Tech Solution Center Analyst Lead

Job Profile

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 Technology Solution Center Analyst within PNC's Service Desk organization, you will be based in Philadelphia, PA.
Location: Remote (Strongsville, OH or Pittsburgh, PA approved home workspace)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
As a Technology Solution Center (TSC) Analyst Lead within PNC’s Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.
You will operate within a fast-paced, multi-channel support environment, providing assistance via chat and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.
Key Responsibilities
Lead Service Desk Operations:
• Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
Multi-Channel Support Delivery:
• Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness.
Incident & Ticket Management:
• Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
Technical Troubleshooting:
• Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
Customer Experience Excellence:
• Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
Team Leadership & Support:
• Provide guidance, coaching, and support to junior analysts. Assist with onboarding and training initiatives as needed.
Process Improvement:
• Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
Compliance & Security:
• Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.
Required Qualifications
• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling chat-based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume chat support (20–40 chats/day)
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills
Work Environment
• Fully remote role requiring a quiet, secure, and distraction-free workspace
• Must meet PNC’s standards for data privacy and confidentiality
• Reliable internet connection and ability to work standard business hours
Key Success Factors
• Ability to balance speed and quality in a high-volume support environment
• Strong multitasking and prioritization skills
• Leadership mindset with a focus on team collaboration and continuous improvement
• Commitment to delivering a best-in-class user support experience

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred SkillsCustomer Solutions, Data Architecture Development, End Users, IT Help Desk, IT Service Desk, Online Chat Support, Problem Resolution, ServiceNow Platform, Technical Support

CompetenciesCall Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting

Work ExperienceRoles 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.

EducationAssociates

CertificationsNo Required Certification(s)

LicensesNo Required License(s)

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.

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 say "Workday" 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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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