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 Technology organization, you will be based in Cleveland, 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.
In this role, you will:
-- Work one-on-one with users
-- Address groups of users (conference-room setting, etc.)
-- Provide first-level support to users for questions and problems
-- Provide advanced support to remediate difficult and complex issues
-- PC hardware
-- PC software
-- Mobility
-- IT infrastructure
-- Interface with vendors to address complex problems and technical issues
-- Maintain, support, upgrade corporate IT environment
Must possess the following abilities:
-- Diagnose root cause of laptop/desktop PC hardware issues
-- Request replacement components (must pass Dell/Lenovo certification)
-- Replace defective components (system board, LCD, internal keyboard, etc.)
-- Determine root cause of PC software issues (Windows 11, MS Office, etc.)
-- Uninstall, reinstall, reimage and update software
-- Support team on projects and initiatives
Must also:
-- Comply with PNC security, policies and procedures
-- Contribute to team dynamics
-- Work independently to accomplish assignments
-- Be willing to learn and be coached
Sites supported with this position:
-- PNC Center Cleveland 1900 E. 9th St. & Euclid Ave. (Primary Location 98%)
-- Brecksville Lending Ctr. 6750 Miller Rd. (Alternate Location)
-- PNC Fairfax Community Center (near Cleveland Clinic)
-- Pepper Pike (small wealth office)
-- Remote support also provided
-- Must be willing to assist PNC employees who bring their technical issues to the in-person "Walk-Up" technology support desk.
-- Ability to think quickly on their feet, consult with multiple users simultaneously, and must treat others in a professional and respectful manner.
-- Must be a team player, being willing to step in and address support needs, and be inclusive of the diverse contributions of others.
We are looking for individuals who take initiative and who have passion, energy and bring positivity into the workplace.

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, End Users, Problem Resolution, 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; 8 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 pncbenefits.com > New to PNC.

*For more information, please click on the following links:

Time Away from Work

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

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.

California Residents

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