Technology Solution Center Analyst Lead

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

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 Tech Solution Center Analyst within PNC's Technology organization, you will be based on site in Cleveland OH and needed for on call support 24/7 on rotation.

PNC is an in‑office company that fosters a supportive culture where employees can thrive and achieve balance.

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

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.

Culture and Expectations

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.

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve.

Qualifications

Preferred Skills

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

Competencies

• Customer Support Policies, Standards and Procedures
• IT Environment
• IT Service Management (ITSM)
• PC/Workstation Hardware
• PC/Workstation Software
• Service Request Management Process
• Software Installation and Support
• Technical Troubleshooting
• Telecommunications

Work Experience

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 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Associates

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $41,250.00 – $68,750.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Application Window

Generally, this opening is expected to be posted for two business days from 10/22/2026, although it may be longer with business discretion.

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

Paid time off includes 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.

PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more.

The benefits and programs highlighted below are just a sampling of what PNC offers its employees.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say “Workday” for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.