Remote Service Desk Analyst: Phone Support

Habitat For Humanity Of Durham; United States; Remote; USD 38,000 - 63,000; Full time

Benefits offered by this job

Medical/prescription coverage

401(k) with company match

Paid time off

Job summary

PNC is seeking a Technology Solution Center Analyst for its Service Desk, based in Columbus, OH with remote work options. The role emphasizes real-time issue resolution, strong customer service, and clear communication in a fast-paced environment.

You will handle inbound/outbound calls, document incidents in ServiceNow, and work with teams to resolve hardware, software, and network issues while maintaining security and compliance in a remote setup.

Qualifications

• 3+ years of experience in a service desk or IT support role.
• Experience with ServiceNow or similar ITSM ticketing systems.
• Strong knowledge of hardware, software, and networking.
• Ability to handle high call volumes with professionalism.

Responsibilities

• Provide phone-based technical support to a high volume of inbound calls.
• Guide users through troubleshooting steps to resolve issues on first contact.
• Document and track incidents using ServiceNow or ITSM tools.
• Diagnose and resolve hardware, software, network, and access issues.
• Escalate complex issues and collaborate with internal teams for resolution.
• Follow security and compliance policies in a remote environment.

Skills

Phone-based support

IT troubleshooting

Customer service

IT fundamentals

Communication skills

Education

Associates

Tools

ServiceNow

Job description

PNC is seeking a Technology Solution Center Analyst for its Service Desk, based in Columbus, OH with remote work options. The role emphasizes real-time issue resolution, strong customer service, and clear communication in a fast-paced environment.

You will handle inbound/outbound calls, document incidents in ServiceNow, and work with teams to resolve hardware, software, and network issues while maintaining security and compliance in a remote setup.