Tech Solution Center Analyst Lead

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 Tech Solution Center Analyst Lead within PNC's Tech Solution Center organization, you will be based in Chicago, IL.
• Provides high-touch technical support to executive leadership, resolving complex hardware, software, mobile device, collaboration, and productivity technology issues with urgency, professionalism, and discretion. Delivers both remote and onsite support to ensure minimal disruption to business operations.
• Serves as a trusted technology partner to executives by analyzing technical and business challenges, identifying root causes, and recommending solutions that improve productivity, efficiency, and the overall executive technology experience.
• Utilizes ServiceNow to manage incidents, service requests, change records, knowledge articles, and asset information, ensuring accurate documentation, timely resolution, and adherence to service level expectations.
• Partners with technology vendors and service providers to coordinate implementations, escalate critical issues, and ensure timely resolution of executive-impacting technology concerns.
• Maintains, upgrades, and supports executive technology environments, including desktops, laptops, mobile devices, conferencing solutions, and network-connected systems. Executes technology refreshes, configuration changes, and implementation activities to maintain optimal performance and reliability.
• Resolves complex incidents and fulfills executive service requests in accordance with established service standards and knowledge documentation. Collaborates across technology teams to support executive priorities, strategic initiatives, and technology deployments.
• Leverages ServiceNow reporting and tracking capabilities to monitor ticket trends, manage executive escalations, identify recurring issues, and drive continuous service improvements.
• Acts as a subject matter expert for executive support services, mentoring team members on best practices, customer service excellence, issue resolution, ServiceNow processes, and executive engagement. Promotes knowledge sharing and continuous improvement across the support organization.
Preferred Experience
• Experience providing VIP/Executive Technology Support for senior leaders and C-suite executives.
• Strong working knowledge of ServiceNow Incident, Request, Change, Knowledge, and Asset Management modules.
• Experience supporting Microsoft 365, Teams, mobile devices, conferencing technologies, and executive meeting support.
• Proven ability to manage high-priority incidents, executive escalations, and sensitive technical issues with professionalism and confidentiality.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job 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 required certifications/licensures needed to be successful in this position.

Preferred SkillsCustomer Solutions, Data Architecture Development, End Users, Executive Support, Phone Support, Problem Resolution, ServiceNow IT Service Management, Technical Support, Technical Troubleshooting

CompetenciesCall Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting

Work ExperienceRoles 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.

EducationAssociates

CertificationsNo Required Certification(s)

LicensesNo Required License(s)

Pay Transparency

Base Salary: $49,500.00 – $82,500.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Application Window

Generally, this opening is expected to be posted for two business days from 08/14/2026, although it may be longer with business discretion.

Benefits

PNC offers 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; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.