Position Overview

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 within PNC's Service Desk organization, you will be based in Philadelphia, PA.

Location: Remote (Strongsville, OH or Pittsburgh, PA approved home workspace)

Schedule: Monday – Friday, 8:00 AM – 5:00 PM
As a Technology Solution Center (TSC) Analyst Lead within PNC’s 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 chat and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.

Key Responsibilities

Lead Service Desk Operations:
• Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.

Multi-Channel Support Delivery:
• Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness.

Incident & Ticket Management:
• Create, document, track, and resolve incidents using tools such as ServiceNow 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. Assist with onboarding and training initiatives 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.

Required Qualifications
• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling chat-based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume chat support (20–40 chats/day)
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills

Work Environment
• 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

Key Success Factors
• 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

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.

Job Description

• 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 ove