Technology Solution Center Analyst Lead

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 Tech Solution Center Analyst within PNC's Technology organization, you will be based on site in Cleveland OH and needed for on call support 24/7 on rotation.

PNC is an in‑office company that fosters a supportive culture where employees can thrive and achieve balance.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• Provide first-level technical support and troubleshooting for end users, including hardware, software, connectivity, and access‑related issues.
• Diagnose, document, track, and resolve technical incidents using Service Now, escalating more complex issues when appropriate.
• Support PC hardware/software, mobile devices, printers, and network connectivity, including installation, configuration, maintenance, and troubleshooting.
• Deliver hands‑on support through the Technology Solution Center and walk‑up support environment, while maintaining a strong customer‑service focus.
• Serve as a technical resource for team members by sharing knowledge, assisting with complex issues, and supporting continuous improvement efforts.
• A+ or Network+ certification is preferred, along with demonstrated experience troubleshooting end‑user technology in an enterprise environment.
• 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.

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work.

Being a great place to work means we are making a lasting difference for everyone we serve.

• Business Process Analysis
• Communication
• Data Analysis
• Graphing
• Incident Management
• Information…