Technology Solution Center Specialist

Must have a university/college degree with less than 1 year of professional experience or successful completion of a formal development program
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
Driver’s License Required

Provide second level/SME technical support to all PNC clients and contractors including all incidents that can be serviced remotely
Immediate technical service using warm transfers for clients who cannot log into PC, VDI, or VPN
Improve the client experience and provide less work interruption for local Field Service markets through immediate resolution of ‘remotely resolvable’ client incidents allowing greater client productivity
Respond to requests for technical assistance via chat and/or web tickets
Remain current with support changes/updates
Adhere to Service Desk and Company Policies and Incident Management process
Provides support and complex 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 complex business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements
Engages and assists vendors for technology implementations and resolving issues
Maintains and upgrades network systems for specific requirements, as needed
Executes change requests to implement and refresh technology
Resolves incidents and fulfills requests in accordance with knowledge documentation
Serves as a mentor while coaching team members and leading knowledge sharing initiatives