[Remote] Tech Solution Center Analyst Lead

Note: The job is a remote job and is open to candidates in USA. PNC is a leading financial services company, and they are seeking a Technology Solution Center Analyst Lead to join their Service Desk organization. In this role, you will provide high-quality technical support, lead service desk operations, and ensure efficient resolution of technology issues while maintaining exceptional customer service standards.

Responsibilities

• Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact
• Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness
• Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues
• Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications
• 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. Assist with onboarding and training initiatives as needed
• Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency
• Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment

Skills

• 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
• 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
• 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
• 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 4+ years of related business or functional experience
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
• Customer Solutions
• Data Architecture Development
• End Users
• IT Help Desk
• IT Service Desk
• Online Chat Support
• Problem Resolution
• ServiceNow Platform
• Technical Support
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• 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