Tech Solution Center Lead - End-User IT Support

PNC; Cleveland (OH); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical coverage

Dental + Vision

Life insurance

Disability protection

401(k)

Pension plans

Stock purchase plan

Educational assistance

Wellness program

Paid time off

Job summary

PNC is seeking a Tech Solution Center Analyst to join our Cleveland, OH team on-site. This role provides on-call 24/7 support on rotation and focuses on end-user hardware, software, and connectivity issues within an enterprise environment.

Ideal candidates bring 4+ years of related experience, an Associates degree, and familiarity with ITIL processes. The role emphasizes strong customer service, knowledge sharing, and collaboration across the Technology Solution Center.

Qualifications

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

Responsibilities

• 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.
• 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.

Skills

Business Process Analysis

Communication

Data Analysis

Graphing

Incident Management

ITIL

Knowledge Management

Problem Solving

System Administration

Trend Analysis

Education

Associates

Tools

ITIL

Job description

PNC is seeking a Tech Solution Center Analyst to join our Cleveland, OH team on-site. This role provides on-call 24/7 support on rotation and focuses on end-user hardware, software, and connectivity issues within an enterprise environment.

Ideal candidates bring 4+ years of related experience, an Associates degree, and familiarity with ITIL processes. The role emphasizes strong customer service, knowledge sharing, and collaboration across the Technology Solution Center.