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# Technology Solution Center Analyst Lead

- **Company:** The PNC Financial Services Group, Inc.
- **Location:** Cleveland, OH, United States
- **Experience:** Expert
- **Salary:** $41,250.0 - $68,750.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Desktop Computing, Knowledge Management, Network Connections, Computer Equipment, Information Technology, Servicenow
- **Published:** October 23, 2026
- **Apply:** https://pnc.wd5.myworkdayjobs.com/External/job/OH---Cleveland-44114/Technology-Solution-Center-Analyst-Lead_R238846-1

## About the Role

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

Business Process Analysis, Communication, Data Analysis, Graphing, Incident Management, Information Technology Infrastructure Library (ITIL), Knowledge Management, Problem Solving, System Administration, Trend Analysis

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.

## Description

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.

 * 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 ServiceNow, 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.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

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, 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.