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Technology Solution Center Analyst – Lead
PNCTechnology Solution Center Lead providing enterprise IT support for PNC, a financial services company. Troubleshooting incidents, guiding analysts, and improving service desk operations.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support, incident management, and problem resolution, with a strong focus on customer service and communication. Proficient in using ITSM platforms like ServiceNow to enhance operational efficiency and support end-users effectively.
Highest-signal resume keywords
Service Desk ExperienceTechnical SupportIncident ManagementServiceNow ProficiencyTroubleshooting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ResolutionHardware TroubleshootingSoftware TroubleshootingNetwork TroubleshootingData AnalysisProcess ImprovementKnowledge ManagementBusiness Process AnalysisRemote Support
Soft Skills
Communication SkillsCustomer Service SkillsCoaching SkillsProblem-Solving SkillsTeam Collaboration
Tools & Technologies
ServiceNowITSM PlatformsTicketing Systems
Industry Keywords
Data PrivacyConfidentiality StandardsTechnical SolutionsEnd-User SupportHigh-Volume Support
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Act as an escalation point for complex technical issues and ensure timely, accurate resolution
- Provide technical support through phone and ticketing platforms, with chat support as needed
- Create, document, track, prioritize, categorize, and resolve incidents using ServiceNow or similar ITSM platforms
- Diagnose and resolve hardware, software, network, and access-related issues
- Communicate technical solutions clearly to non-technical users
- Provide guidance, coaching, and support to junior analysts
- Identify incident trends and recommend process improvements, knowledge-base enhancements, and automation opportunities
- Adhere to organizational policies, security standards, and confidentiality requirements
- Provide support and problem resolution for technology products and applications
- Perform remote/onsite technical support for end-user software and hardware
- Manage business process analysis projects, including research, presentations, problem resolution, and improvement recommendations
- Resolve incidents and fulfill requests according to knowledge documentation
- Analyze Technology Solution Center performance through data analysis, trend analysis, graphing, and presentation development and delivery
- Participate in creating functional requirements for IT systems
- Support leadership with knowledge management, training, new product support, and specialty projects
Requirements
What you’ll need- Proven Service Desk / IT Support experience in a professional environment
- Strong experience handling phone-based technical support
- Familiarity with ticketing systems; ServiceNow preferred
- Demonstrated ability to manage high-volume support
- Solid IT background covering hardware, software, and networking fundamentals
- Excellent troubleshooting, communication, and customer service skills
- Associates or equivalent degree, or comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree
- Typically requires 4+ years of related business or functional experience
- Quiet, secure, and distraction-free home workspace
- Must meet PNC’s data privacy and confidentiality standards
- Reliable internet connection and ability to work standard business hours
- Must be able to work Monday–Friday, 6:30AM–3:30PM EST
- No required certifications or licenses
- PNC will not provide sponsorship for employment visas or participate in STEM OPT
Benefits
Comp & perks- 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 plan
- Stock purchase plan
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- Robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- 15 to 25 vacation days each year, depending on career level
- Disability accommodations