Technology Solution Center Analyst (M, T, W, Thur, Sun 9:30pm - 6:30am EST)

at  PNC Financial Services Group

Job Profile
Position Overview
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Technology Solution Center Analyst within PNC’s Enterprise Technology & Security organization, you can sit remotely. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.
As a Service Desk Analyst, you will complete training/probationary period within your first 90 days with a Monday through Friday, 8:00am - 5:00pm EST schedule. At the completion of training/probation, you will move to a schedule based on business needs. The schedule will be 9:30pm - 6:30am EST, Monday, Tuesday, Wednesday, Thursday, Sunday. Additionally, once you have been moved to your assigned schedule, you will be required to work rotating holidays. The pay week runs Monday-Sunday.
This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.
Job Description
Provides the first line of support and problem resolution for technology products and applications.
Utilizes utilities and tools to provide remote technology support services for internal employee/contactor technology.
Escalates issues to second and third level support teams through pre-determined directions or procedures.
Resolves employee/contractor technology issues during point of contact.
Partners with end-user and other analysts to resolve normal and unusual information system problems.
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.
Competencies
Call Center Technologies – Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.
Customer Support Operations – Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center.
Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.
Help Desk – Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.
IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
Work Experience
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 3+ years experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Education
Associates
Additional Job Description
Base Salary: Commensurate with skills and experience.
Benefits
PNC offers employees a comprehensive range of benefits to help 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Please refer the Job description for details