Tech Solution Center Analyst

Position Overview As a Technology Solution Center Analyst within PNC's Service Desk organization, you will be based in Denver, CO. Location: Remote (Must be close to Denver, CO and have an approved workspace) Schedule: Saturday - Wednesday 12:30PM - 9:30PM EST Role Overview As a Technology Solution Center (TSC) Analyst within PNC's Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support via inbound and outbound phone support. This role focuses on real-time issue resolution while maintaining exceptional customer service standards in a fast-paced, phone-based environment. Key Responsibilities • Provide phone-based technical support, handling a high volume of inbound calls professionally. • Guide users through troubleshooting steps in real time to resolve issues on first contact. • Create, document, and track incidents using ServiceNow or similar ITSM tools. • Diagnose and resolve hardware, software, network, and access-related issues. • Deliver excellent customer service and clearly explain technical concepts to non-technical users. • Escalate complex issues and collaborate with internal teams for resolution. • Identify recurring issues and suggest process improvements. • Follow security and compliance policies in a remote environment. Required Qualifications • Proven Service Desk or IT Support experience. • Strong background in phone-based technical support. • Experience with ServiceNow or similar ticketing systems. • Ability to handle high call volumes effectively. • Solid understanding of IT fundamentals (hardware, software, networking). • Excellent troubleshooting, communication, and customer service skills. Work Environment • Fully remote with a quiet, secure workspace. • Must meet data privacy and confidentiality standards. • Reliable high-speed internet required. Key Success Factors • Balance efficiency with high-quality support. • Strong verbal communication and active listening. • Effective multitasking and prioritization. • Commitment to excellent phone-based customer service. Job Description 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. 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/licensures needed to be successful in this position. Preferred Skills Customer Service, Customer Solutions, Data Architecture Development, End Users, Phone Support, Problem Resolution, Service Level Agreement (SLA), ServiceNow IT Service Management (ITSM), Technical Support Competencies Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, IT Standards, Procedures & Policies, 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 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. Education Associates Certifications No Required Certification(s) Licenses No Required License(s)