Technology Solution Center Analyst

About the role

As a Technology Solution Center (TSC) Analyst Lead within PNC's 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 chat and ticketing systems.

Responsibilities

• Lead Service Desk Operations
• Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Multi-Channel Support Delivery
• Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness.
• 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.
• 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.

Qualifications

• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling chat-based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume chat support (20–40 chats/day)
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills

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

Required Qualifications

• Proven Service Desk / IT Support experience in a professional environment
• Strong experience handling chat-based technical support
• Familiarity with ticketing systems (ServiceNow preferred)
• Demonstrated ability to manage high-volume chat support (20–40 chats/day)
• Solid IT background (hardware, software, networking fundamentals)
• Excellent troubleshooting, communication, and customer service skills

Pay

Base Salary: $37,500.00 – $87,500.00
Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Benefits

PNC offers a comprehensive range of benefits to 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

Depending on your eligibility, you may also receive:

• 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