CO Salary Range: USD 37,000.00 - 75,000.00 per yearPosition OverviewAt 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 Service Desk organization, you will be based in Denver, CO or Phoenix, AZ.Location: Remote (Must be close to Denver, Co or Phoenix, AZ with an approved home workspace)Schedule: Monday - Friday, 10:30AM to 7:30PM ESTRole OverviewAs a Technology Solution Center (TSC) Analyst within PNC's Service Desk organization, you will serve as the primary point of contact for delivering high-quality technical support via inbound and outbound phone support. This role focuses on real-time issue resolution while maintaining exceptional customer service standards in a fast-paced, phone-based environment.Key Responsibilities• Provide phone-based technical support, handling a high volume of inbound calls professionally.• Guide users through troubleshooting steps in real time to resolve issues on first contact.• Create, document, and track incidents using ServiceNow or similar ITSM tools.• Diagnose and resolve hardware, software, network, and access-related issues.• Deliver excellent customer service and clearly explain technical concepts to non-technical users.• Escalate complex issues and collaborate with internal teams for resolution.• Identify recurring issues and suggest process improvements.• Follow security and compliance policies in a remote environment.Required Qualifications• Proven Service Desk or IT Support experience.• Strong background in phone-based technical support.• Experience with ServiceNow or similar ticketing systems.• Ability to handle high call volumes effectively.• Solid understanding of IT funda