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. As a Technology Solution Center Analyst Lead within PNC's Service Desk organization, you will be based in a Remote location in either Strongsville OH or Pittsburgh, PA.
Technology Solution Center Analyst Lead
Location: Remote
Saturday - Wednesday 7:30AM - 4: 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. Service Desk Operations
Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. 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.
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.
Strong experience handling phone based technical support
Familiarity with ticketing systems (ServiceNow preferred)
Solid IT background (hardware, software, networking fundamentals)
Excellent troubleshooting, communication, and customer service skills
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
Ability to balance speed and quality in a high-volume support environment
Leadership mindset with a focus on team collaboration and continuous improvement
Commitment to delivering a best-in-class user support experienceThis 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.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.
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.
Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.
Business Process Analysis, Communication, Data Analysis, Graphing, Incident Management, Information Technology Infrastructure Library (ITIL), IT End User Support, Knowledge Management, Problem Solving, ServiceNow IT Service Management (ITSM), System Administration, Technical Troubleshooting, Trend Analysis
Competencies
Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting
Work Experience
Typically requires 4+ years of related business or functional experience. No Required License(s) Language Assessments
No Required or Preferred Language Assessments
Pay Transparency
Base Salary: $41,250.00 – $82,500.00Salaries 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 09/29/2026, although it may be longer with business discretion.
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; a robust wellness program with financial incentives.up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; To learn more about these and other programs, including benefits for full time and part-time employees, visit
pncthrive.Disability Accommodations Statement
If an accommodation is required to participate in the application process, please contact us via email at . Applicants may also call
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.
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.
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.
