Position 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 Lead within PNC's Technology organization, you will be based in Strongsville, Ohio or Pittsburgh, PA.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Location: This is a remote role in Strongsville, OH or Pittsburgh, PASchedule: Monday - Friday, 9:00 AM - 6:00 PMAs a Technology Solution Center (TSC) Analyst Lead within PNC's Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.You will operate within a fast-paced, multi-channel support environment, providing assistance via chat and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.Key ResponsibilitiesService Desk Operations• Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.Multi-Channel Support Delivery• Provide support through chat and ticketing platforms, while maintaining quality and responsiveness. This role may require phone support based on business needs.Incident & Ticket Management• Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.Technical Troubleshooting• Diagnose and resolve hardware, software, network, and acces