Technology Solution Center Analyst

PNC

Technology Solution Center Analyst providing high-quality technical support at PNC. Leading chat-based support in a fast-paced environment with a focus on customer service.

Posted 7/10/2026full-timeStrongsville • Ohio, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $37,500 - $87,500 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness.
Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms.
Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.

Requirements

What you’ll need

Proven Service Desk / IT Support experience in a professional environment
Strong experience handling chat-based technical support
Familiarity with ticketing systems (ServiceNow preferred)
Demonstrated ability to manage high-volume chat support (20–40 chats/day)
Solid IT background (hardware, software, networking fundamentals)
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT SupportTroubleshootingIncident ManagementHardware DiagnosisSoftware DiagnosisNetwork TroubleshootingAccess Issue ResolutionProcess ImprovementAutomation Opportunities

Soft Skills

CommunicationProfessionalismResponsiveness