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 Field Services organization, you will be based in Strongsville, OH.

Provides support and problem resolution for technology products, applications, and endpoint devices. Utilizes utilities and tools to provide remote and onsite technical support services for end user hardware, software, mobile devices, and related technology assets.

Manages endpoint lifecycle activities including deployment, configuration, maintenance, troubleshooting, asset inventory management, hardware refreshes, software distribution, and retirement of technology assets in accordance with company standards.

Manages and performs business process analysis assignments for the management team, including research, presentation, problem resolution, and recommendations for operational improvements.

Resolves incidents and fulfills requests in accordance with established knowledge documentation, service level expectations, and best practices.

Participates in the creation of functional requirements for IT systems that improve the effectiveness and efficiency of operations.

Supports leadership with knowledge management, training, new product support, asset management initiatives, endpoint management strategies, and other technology specialties.

Maintains accurate technology asset records and inventory data, ensuring compliance with asset management policies, auditing requirements, and lifecycle management processes.

Collaborates with internal business partners, vendors, and technology teams to support endpoint management and continuous process improvement initiatives., * 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.

Experience providing enterprise endpoint support for desktops, laptops, mobile devices, and peripheral equipment.

Experience with IT asset management, inventory control, hardware lifecycle management, and software license tracking.

Strong analytical, organizational, communication, and customer service skills.

Experience working in a Service Desk, Technology Solution Center, or IT Operations environment., Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Asset Management, Customer Solutions, Data Architecture Development, Endpoint Monitoring, End Users, Problem Resolution, Technical Support, Technical Troubleshooting

Competencies

Customer Support Policies, Standards and Procedures, IT Environment, IT Service Management (ITSM), PC/Workstation Hardware, PC/Workstation Software, Service Request Management Process, Software Installation and Support, Technical Troubleshooting, Telecommunications

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .

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. Check out the top reasons to join PNC.

PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page (https://careers.pnc.com/global/en/total-rewards) .