Technology Solution Center Analyst Lead

PNC Financial Services Group, Inc.; Columbus (OH); Remote; USD 41,000 - 83,000; Full time

Job summary

PNC Financial Services Group, Inc. is seeking a Technology Solution Center Analyst Lead to join our remote Service Desk.

You will lead escalations, coordinate multi‑channel support, and partner with teams to resolve complex technical issues while delivering excellent customer service. Based in a remote location, you will mentor junior analysts, drive process improvements, and ensure security and data privacy standards are followed.

Qualifications

• Proven service desk experience in a professional environment.
• Strong experience handling phone-based technical support.
• Familiarity with ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage high-volume support.
• Solid IT background across hardware, software, and networking.

Responsibilities

• Act as escalation point for complex technical issues and ensure timely resolution.
• Provide multi-channel support via phone, ticketing, and possibly chat.
• Create, document, track, and resolve incidents using ITSM tools (ServiceNow or similar).
• Diagnose and resolve hardware, software, network, and access issues across systems.
• Deliver outstanding customer service by translating technical solutions for non-technical users.
• Coach and support junior analysts as needed.
• Identify trends and propose process improvements and automation opportunities.

Skills

ITIL

ITSM

Technical Troubleshooting

Customer Service

Communication

Problem Solving

Knowledge Management

Data Analysis

Business Process Analysis

Trend Analysis

System Administration

Education

Associates degree

Tools

ServiceNow

Job description

Job Profile

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 Technology Solution Center Analyst Lead within PNC's Service Desk organization, you will be based in a Remote location.

Position: Technology Solution Center Analyst Lead

Location: Remote

Schedule: Monday - Friday, 6:30AM - 3:30PM EST

As a Technology Solution Center (TSC) Analyst Lead within PNC's Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands‑on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.

You will operate within a fast‑paced, multi‑channel support environment, providing assistance via phone and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.

Key Responsibilities

• Service Desk Operations Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Multi-Channel Support Delivery Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
• Incident & Ticket Management Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
• Technical Troubleshooting Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
• Customer Experience Excellence Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
• Team Leadership & Support Provide guidance, coaching, and support to junior analysts, as needed.
• Process Improvement Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
• Compliance & Security Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.

Required Qualifications

• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling phone based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume support
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills

Work Environment

Fully remote role requiring a quiet, secure, and distraction-free workspace

Must meet PNC's standards for data privacy and confidentiality

Reliable internet connection and ability to work standard business hours

Key Success Factors

• Ability to balance speed and quality in a high-volume support environment
• Strong multitasking and prioritization skills
• Leadership mindset with a focus on team collaboration and continuous improvement
• Commitment to delivering a best-in-class user support experience

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

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

Job Description

• 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.

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/licencures needed to be successful in this position.

Preferred Skills

Business Process Analysis, Communication, Customer Service, Data Analysis, Graphing, Incident Management, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Knowledge Management, Problem Solving, System Administration, Technical Troubleshooting, Trend Analysis

Competencies

Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting

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 - $82,500.00

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 09/03/2026, although it may be longer with business discretion.

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.
• In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.
• To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

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.