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 Technology Solution Center Analyst Lead within PNC's Service Desk organization, you will be based in a Remote location.

Position:
Technology Solution Center Analyst Lead

Location:

Remote

Schedule:

Monday - Friday, 6:30AM - 3:30PM EST

As a Technology Solution Center (TSC) Analyst Lead within PNC's Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands‑on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.

You will operate within a fast‑paced, multi‑channel support environment, providing assistance via phone and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.

• Service Desk Operations Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Multi-Channel Support Delivery Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
• Incident & Ticket Management Create, document, track, and resolve incidents using tools such as Service Now or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
• Technical Troubleshooting Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
• Customer Experience Excellence Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
• Team Leadership & Support Provide guidance, coaching, and support to junior analysts, as needed.
• Process Improvement Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
• Compliance & Security Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.

• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling phone based technical support
• Familiarity with ticketing systems (Service Now preferred)
• Demonstrated ability to manage high-volume support
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills

Fully remote role requiring a quiet, secure, and distraction-free workspace

Must meet PNC's standards for data privacy and confidentiality

Reliable internet connection and ability to work standard business hours

• Ability to balance speed and quality in a high-volume support environment
• Strong multitasking and prioritization skills
• Leadership mindset with a focus on team collaboration and continuous improvement
• Commitment to delivering a best-in-class user support experience

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.

• 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,…