Technology 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 Lead within PNC's Enterprise Technology & Security organization, you will be in Philadelphia, PA. 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.
The day-to-day responsibilities will include:
- Supporting approximately 38 branch locations in the city of Philadelphia
- Desktop technology (computers, monitors and scanners)
- Branch printer support
- On call support for after hours as needed
- Working with our technology vendors that provide service to the branches (Verizon, AT&T and Comcast)
- Working with our network operations team on the repair, upgrade and installation of network routers, switches and wireless access points

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

Customer Support Policies, Standards and Procedures – Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.

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

Base Salary: Commensurate with skills and experience.

Benefits

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

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