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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing phone-based technical support, effectively diagnosing and resolving hardware, software, and network issues while ensuring high-quality customer service. Proficient in using ServiceNow for incident tracking and documentation, with a strong focus on security and compliance standards.
Highest-signal resume keywords
Service Desk ExperiencePhone-Based Technical SupportServiceNow ProficiencyTroubleshooting SkillsCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ManagementTroubleshootingIT FundamentalsHardware DiagnosisSoftware DiagnosisNetwork DiagnosisAccess Issues ResolutionProcess ImprovementData Privacy Compliance
Soft Skills
Communication SkillsCollaborationProblem-SolvingCustomer SupportTime Management
Tools & Technologies
ServiceNowITSM ToolsTicketing Systems
Certifications & Qualifications
Associates DegreeJob-Specific Certifications
Industry Keywords
Technical SupportPhone SupportHigh Call VolumeConfidentiality StandardsHome-Based Workspace
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide phone-based technical support through high-volume inbound calls
- Guide users through real-time troubleshooting 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
- Explain technical concepts clearly to non-technical users
- Escalate complex issues to second- and third-level support teams
- Collaborate with internal teams, end users, and other analysts to resolve information system problems
- Identify recurring issues and suggest process improvements
- Provide first-line support and problem resolution for technology products and applications
- Follow security, compliance, and predetermined support procedures
- Balance efficient service with high-quality customer support in a phone-based environment
Requirements
What you’ll need- 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, including hardware, software, and networking
- Excellent troubleshooting, communication, and customer service skills
- Associates or equivalent degree, or comparable combination of education, job-specific certifications, and experience
- Typically requires 3+ years of experience
- Must meet data privacy and confidentiality standards
- Reliable high-speed internet required
- Must work from a quiet, secure, and confidential home-based workspace
- PNC will not provide sponsorship for employment visas or participate in STEM OPT
Benefits
Comp & perks- 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 plan
- Stock purchase plan
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- Robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year
- 15 to 25 vacation days each year, depending on career level
- Remote work arrangement
- Reasonable accommodations for applicants and qualified individuals with disabilities