[Remote] Technology Solution Center Analyst
Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company that emphasizes its people as its greatest differentiator. The Technology Solution Center Analyst will provide first-line support and problem resolution for technology products and applications while partnering with end-users to resolve various information system problems.
Responsibilities
- Provides the first line of support and problem resolution for technology products and applications
- Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology
- Escalates issues to second and third level support teams through pre-determined directions or procedures
- Resolves employee/contractor technology issues during point of contact
- Partners with end-user and other analysts to resolve normal and unusual information system problems
Skills
- Provides the first line of support and problem resolution for technology products and applications
- Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology
- Escalates issues to second and third level support teams through pre-determined directions or procedures
- Resolves employee/contractor technology issues during point of contact
- Partners with end-user and other analysts to resolve normal and unusual information system problems
- 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
- 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 3+ years experience
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
- No Degree
- No Required Certification(s)
- No Required License(s)
- Customer Solutions
- Data Architecture Development
- End Users
- Problem Resolution
- Technical Support
- Call Center Technologies
- Customer Support Operations
- Hardware Infrastructure
- Help Desk
- IT Standards, Procedures & Policies
- Problem Solving
- Technical Troubleshooting
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
- 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
Company Overview