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 Technical Solution Center Specialist within PNC's TSC FIELD SERVICES NE organization, you will be based in Bel Air, MD.

Monday - Friday: 8:00 am – 5:00 pm

*PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.*

*Driver's License Required*

Hardware and Software Support (laptop/desktop), Printer Installation
Supporting Incidents and Customer Requests
Wireless access support
Mobile Support (PNC Apps)

Ability to work independently

Responsible for providing SME support specific to all desktop applications and technology related support events, activities, and/or changes.

- Provide second level/SME technical support to all PNC clients and
contractors including all incidents that can be serviced remotely .
- Immediate technical service using warm transfers for clients who cannot
log into PC, VDI, or VPN
- Improve the client experience and provide less work interruption for local
Field Service markets through immediate resolution of "remotely
resolvable" client incidents allowing greater client productivity.
- Respond to requests for technical assistance via chat and/or web tickets
- Remain current with support changes/updates
- Adhere to Service Desk and Company Polices and Incident Management
process

Job Description

• Provides support and complex 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 complex business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Engages and assists vendors for technology implementations and resolving issues.
• Maintains and upgrades network systems for specific requirements, as needed. Executes change requests to implement and refresh technology.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Serves as a mentor while coaching team members and leading knowledge sharing initiatives.

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures