Technology Solution Center Analyst - Lead

. Provide high-quality technical support across the enterprise via phone and ticketing platforms .

Posted 10/15/2026full-timeUnited StatesSenior💰 $41,250 - $82,500 per yearWebsite

Tools & technologies

ITSMServiceNow

Key responsibilities & impact

Provide high-quality technical support across the enterprise via phone and ticketing platforms
Act as an escalation point for complex technical issues
Create, document, track, prioritize, categorize, and resolve incidents and requests using ServiceNow or similar ITSM platforms
Diagnose and resolve hardware, software, network, and access-related issues
Provide chat support based on business needs
Communicate technical solutions clearly to non-technical users
Guide, coach, and support junior analysts
Identify incident trends and recommend process improvements, knowledge base enhancements, and automation opportunities
Adhere to organizational policies, security standards, and confidentiality requirements
Provide remote/onsite technical support for end-user software and hardware
Manage and perform business process analysis projects, including research, presentations, problem resolution, and improvement recommendations
Perform performance analysis for Technology Solution Center operations, including data analysis, trend analysis, graphing, and presentation development and delivery
Participate in creating functional requirements for IT systems
Support leadership with knowledge management, training, new product support, and specialty projects

What you’ll need

Proven Service Desk / IT Support experience in a professional environment
Strong experience handling phone-based technical support
Familiarity with ticketing systems; ServiceNow preferred
Demonstrated ability to manage high-volume support
Solid IT background, including hardware, software, and networking fundamentals
Excellent troubleshooting, communication, and customer service skills
Ability to work Monday–Friday, 6:30AM–3:30PM EST
Quiet, secure, and distraction-free home workspace
Must meet PNC’s data privacy and confidentiality standards
Reliable internet connection
Typically requires 4+ years of related business or functional experience
Associates degree or equivalent degree typically required
In lieu of a degree, comparable combination of education, job-specific certifications, and experience may be considered
No required certifications
No required licenses
No required or preferred language assessments
Must be eligible to work without employment visa sponsorship or STEM OPT

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 and years of service
Fully remote work arrangement, subject to approval and geographic eligibility
Remote home workspace support requirements
Occasional in-office participation may be required based on business needs