Technology Solution Center Analyst

Technology Solution Center Analyst

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 Technology Solution Center (TSC) Analyst within PNC's Service Desk organization, you will be based in Denver, CO.

Location:

Remote (Must be close to Denver, CO and have an approved workspace)

Schedule:

Saturday - Wednesday 12:30PM - 9:30PM EST

As a Technology Solution Center (TSC) Analyst within PNC's Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support via inbound and outbound phone support. This role focuses on real-time issue resolution while maintaining exceptional customer service standards in a fast-paced, phone-based environment.

• 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 Service Now 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.

• Proven Service Desk or IT Support experience.

• Strong background in phone-based technical support.

• Experience with Service Now 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.

• Fully remote with a quiet, secure workspace.

• Must meet data privacy and confidentiality standards.

• Reliable high-speed internet required.

• Balance efficiency with high-quality support.

• Strong verbal communication and active listening.

• Effective multitasking and prioritization.

• Commitment to excellent phone-based customer service.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.