[Remote] Technology Solution Center Analyst

Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company that emphasizes its people as its greatest differentiator. The Technology Solution Center Analyst will provide first-line support and problem resolution for technology products and applications while partnering with end-users to resolve various information system problems.

Responsibilities

• Provides the first line of support and problem resolution for technology products and applications
• Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology
• Escalates issues to second and third level support teams through pre-determined directions or procedures
• Resolves employee/contractor technology issues during point of contact
• Partners with end-user and other analysts to resolve normal and unusual information system problems

Skills

• Provides the first line of support and problem resolution for technology products and applications
• Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology
• Escalates issues to second and third level support teams through pre-determined directions or procedures
• Resolves employee/contractor technology issues during point of contact
• Partners with end-user and other analysts to resolve normal and unusual information system problems
• 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
• 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 3+ years experience
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
• No Degree
• No Required Certification(s)
• No Required License(s)
• Customer Solutions
• Data Architecture Development
• End Users
• Problem Resolution
• Technical Support
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• IT Standards, Procedures & Policies
• Problem Solving
• Technical Troubleshooting

Benefits

• 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
• 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

Company Overview