PNC Technology Solution Center Analyst Lead 

United States, Ohio, Cleveland 

921725334

In this role, you will:-- Address groups of users (conference-room setting, etc.)
-- Provide first-level support to users for questions and problems
-- Provide advanced support to remediate difficult and complex issues
-- PC hardware
-- PC software
-- Mobility
-- IT infrastructure
-- Interface with vendors to address complex problems and technical issues
-- Maintain, support, upgrade corporate IT environmentMust possess the following abilities:
-- Diagnose root cause of laptop/desktop PC hardware issues
-- Request replacement components (must pass Dell/Lenovo certification)
-- Replace defective components (system board, LCD, internal keyboard, etc.)
-- Determine root cause of PC software issues (Windows 11, MS Office, etc.)
-- Uninstall, reinstall, reimage and update software
Must also:
-- Work independently to accomplish assignments
-- Be willing to learn and be coachedSites supported with this position:-- Pepper Pike (small wealth office)
-- Remote support also providedJob Description

• Provides support and problem resolution for technology products and applications. Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware.

• Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery.
• Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Supports leadership with knowledge management, training, new product support, and other specialties/projects.

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

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.No Required Certification(s)No Required License(s)
California Residents

Refer to the