PNC

Lead Technology Solution Center Analyst

PNC

full-time

Posted on:

Origin:  • 🇺🇸 United States • Ohio

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Salary

💰 $34,000 - $78,000 per year

Job Level

Senior

Tech Stack

ITSM

About the role

  • 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.

Requirements

  • Help Desk Experience
  • Ticket Experience
  • Phone Experience
  • IT Background
  • Customer Solutions, Data Architecture, End Users, Problem Resolution, Technical Support
  • Customer Support Policies, Standards and Procedures, IT Environment, IT Service Management (ITSM), PC/Workstation Hardware, PC/Workstation Software, Service Request Management Process, Software Installation and Support, Technical Troubleshooting, Telecommunications
  • Associates or equivalent degree as well as related experience or product knowledge
  • 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.