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. As a Help Desk Administrator within PNC's Technology organization, you will be based in Pittsburgh, PA.
Provides the first line of support and problem resolution for technology products or applications.
Responds to inquiries and requests for assistance with organization's computer systems or PCs; resolves customer inquiries for one or more products or services.
Utilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers.
Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures.
Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.
Manages Risk - Basic Experience
Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.
Customer Focus - Basic Experience
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.
Job Specific Competencies
Implementation - Working Experience
Knowledge of and the ability to implement application software within an organization in order to help end-users perform specific tasks (ex: accounting or graphic design).
APPLICATION DELIVERY PROCESS - Working Experience
Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.
IT Standards, Procedures & Policies - Basic Experience
Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
Technical Troubleshooting - Working Experience
Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
Help Desk - Working Experience
Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.
PC/Workstation Software - Working Experience
Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.
IT SERVICE MANAGEMENT (ITSM) - Basic Experience
Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.
Problem Management - Basic Experience
Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
CALL CENTER TECHNOLOGIES - Extensive Experience
Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.
Required Education and Experience
Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
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