Technology Solution Center Analyst

We need to output HTML fragment with sections only if real content. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Must include only sections with real specific content. Remove boilerplate. We need to parse the posting. Key info: - Position Overview: At PNC, our people... (some fluff). Could be "About the role". We'll include a paragraph summarizing overview. - Location: Remote (Columbus, OH). Schedule: Saturday - Wednesday 12:30PM - 9:30PM EST. - Role Overview: description. - Key Responsibilities: list bullet points. - Required Qualifications: list bullet points. - Work Environment: bullet? It's prose. - Key Success Factors: bullet? It's prose. - Job Description: more bullet? It's prose. - PNC Employees take pride... (values) maybe part of About. - Qualifications section: includes Preferred Skills, Competencies, Work Experience, Education, Certifications, Licenses, Language Assessments. - Pay Transparency: Base Salary: $37,500 – $75,000. - Benefits: paragraph describing benefits. - Application Window: maybe not needed (boilerplate? It's metadata but could be included? It's not a standard heading; we could fold into a short p under maybe About? But instructions: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. Application Window is metadata; we could include as a short p maybe under About? But better to drop if not needed. The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Application Window maybe not boilerplate but it's metadata; we could drop or include as short p. Safer to drop. - Disability Accommodations Statement: that's legal/EEO boilerplate; remove. - Equal Employment Opportunity: remove. - California Residents: remove. Thus we will produce sections:

About the role

with paragraphs summarizing overview: maybe combine Position Overview, Role Overview, and maybe the PNC Employees take pride.

Responsibilities

with

• list of Key Responsibilities.

  Requirements

  maybe combine Required Qualifications and Work Environment and Key Success Factors? But we have separate headings: Requirements, Qualifications, Skills. According to rules, we can use those headings if content exists. We need to decide what goes where. We have Required Qualifications (list). We have Work Environment (bullet? Actually prose). We have Key Success Factors (list). We have Preferred Skills, Competencies, Work Experience, Education, Certifications, Licenses, Language Assessments (these could go under Qualifications or Skills). The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have multiple sections. We need to avoid thin sections. So we may combine some. Potential plan: - About the role: overview paragraph(s). - Responsibilities: list. - Requirements: maybe combine Required Qualifications + Work Environment + Key Success Factors? But Requirements heading is for mandatory qualifications. Could list Required Qualifications as bullet list, plus mention work environment and success factors as prose. - Qualifications: maybe include Preferred Skills, Competencies, Work Experience, Education, Certifications, Licenses, Language Assessments. - Skills: maybe not needed if we already have Skills under Qualifications? Could combine. But we need to avoid duplication. Let's think: The posting has sections: Required Qualifications, Preferred Skills, Competencies, Work Experience, Education, Certifications, Licenses, Language Assessments. That's a lot. Could fit under Qualifications heading (makes sense). Skills heading could be used for Preferred Skills and Competencies maybe. But we can just have Qualifications covering all. Pay: we have base salary range. Schedule: we have schedule details. Benefits: we have benefits paragraph. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Pay, Schedule, Benefits. We need to ensure we don't create sections with filler like "commensurate with experience". We have actual content. Now craft HTML. We'll need to escape any special characters? Not needed. Let's draft. About the role: combine Position Overview paragraph and Role Overview paragraph and maybe the PNC Employees take pride paragraph (values). We'll produce maybe two paragraphs. Responsibilities: list bullet points from Key Responsibilities. Requirements: list Required Qualifications as bullet points, then add a paragraph about Work Environment and Key Success Factors (maybe combine). Could also list Work Environment bullet? It's not a list but we can put as paragraph. Qualifications: include Preferred Skills (list), Competencies (list), Work Experience (paragraph), Education (line), Certifications (line), Licenses (line), Language Assessments (line). Could format as
  • for lists, and

    for others. Pay:

    Base Salary: $37,500.00 – $75,000.00

    Schedule:

    Schedule: Saturday - Wednesday 12:30PM - 9:30PM EST

    Benefits:

    Benefits paragraph...

    Make sure not to include duplicated lines. Let's extract exact bullet points. Key Responsibilities list: - 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 list: - 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 paragraph: - Fully remote with a quiet, secure workspace. - Must meet data privacy and confidentiality standards. - Reliable high-speed internet required. Key Success Factors list (maybe bullet): - Balance efficiency with high-quality support. - Strong verbal communication and active listening. - Effective multitasking and prioritization. - Commitment to excellent phone-based customer service. - 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. But some of those are more like notes; still we can include as bullet points under Requirements maybe. Preferred Skills list: - 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 list: - Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, IT Standards, Procedures & Policies, Problem Solving, Technical Troubleshooting Work Experience paragraph: - 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 line: - Associates Certifications line: - No Required Certification(s) Licenses line: - No Required License(s) Language Assessments line: - No Required Or Preferred Language Assessments Now Benefits paragraph: we need to copy the benefits text. Benefits paragraph from posting: "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." We'll include that as a

    . Now About the role paragraph(s). Let's craft: Paragraph 1: "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." Paragraph 2: "As a Technology Solution Center Analyst within PNC's Service Desk organization, you will be based in Columbus, OH. Location: Remote (Columbus, OH). Schedule: Saturday - Wednesday 12:30PM - 9:30PM EST." Paragraph 3: "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." Paragraph 4 maybe about PNC Employees take pride: "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." We'll include that. Now ensure we don't repeat job title. Now produce HTML. We'll need to wrap each section in appropriate tags. Let's produce:

    About the role

    ...

    ...

    ... For lists:

    Responsibilities

    • ...
    Similarly for Requirements: we can have

    Requirements

    for Required Qualifications, then

    for Work Environment and Key Success Factors maybe as separate paragraphs. But we might want to keep Requirements as a combined section with both list and paragraphs. Qualifications:

    Qualifications

    then maybe

    Preferred Skills

    etc? But we only allowed headings from the list; we cannot add extra headings like

    . So we need to keep within allowed headings. We could just put everything under Qualifications heading, using paragraphs and lists. Thus under Qualifications we can have:

    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