Technology Solution Center Analyst

PNC

Technology Solution Center Analyst providing technical support at PNC's Service Desk. Responsible for high-quality phone support and issue resolution in a fast-paced environment.

Posted 7/3/2026full-timeRemote • Ohio, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $37,500 - $87,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing phone-based technical support, effectively diagnosing and resolving hardware, software, and network issues while delivering exceptional customer service. Proficient in using ServiceNow for incident tracking and documentation, with a strong focus on compliance and process improvement.

Highest-signal resume keywords

Phone-Based Technical SupportServiceNow ExperienceIT FundamentalsTroubleshooting SkillsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementTroubleshootingHardware DiagnosisSoftware DiagnosisNetwork DiagnosisAccess Issue ResolutionProcess ImprovementIT Fundamentals

Soft Skills

Communication SkillsCustomer Service Skills

Tools & Technologies

ServiceNowITSM Tools

Industry Keywords

Service DeskTechnical SupportComplianceSecurity Policies

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Provide phone-based technical support, handling a high volume of inbound calls professionally.
Guide users through troubleshooting steps in real time to resolve issues on first contact.
Create, document, and track incidents using ServiceNow or similar ITSM tools.
Diagnose and resolve hardware, software, network, and access-related issues.
Deliver excellent customer service and clearly explain technical concepts to non-technical users.
Escalate complex issues and collaborate with internal teams for resolution.
Identify recurring issues and suggest process improvements.
Follow security and compliance policies in a remote environment.

Requirements

What you’ll need

Proven Service Desk or IT Support experience.
Strong background in phone-based technical support.
Experience with ServiceNow or similar ticketing systems.
Ability to handle high call volumes effectively.
Solid understanding of IT fundamentals (hardware, software, networking).
Excellent troubleshooting, communication, and customer service skills.

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 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
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