Technology Solution Center Specialist - Field Services Southwest
On-siteAustin, Texas, United States
Job Summary
Provide support and complex problem resolution for technology products and applications, utilizing tools to deliver remote and onsite technical support for end-user software and hardware. Manage and perform complex business process analysis projects, including research, presentations, and problem resolution recommendations for improvements. Engage with vendors for technology implementations, maintain and upgrade network systems, and execute change requests to refresh technology. Resolve incidents and fulfill requests in accordance with knowledge documentation while serving as a mentor to coach team members and lead knowledge sharing initiatives. This role involves managing incidents and technology deployments within PNC's Field Services Southwest organization, based in Austin, TX.
Required Qualifications
- Experience troubleshooting hardware, software, network, printer, and connectivity issues
- Knowledge of Windows 10/11, Microsoft 365, and enterprise IT environments
- Device deployment, imaging, setup, and refresh experience
- Familiarity with networking concepts, access points, routers, and security practices
- Experience with incident management, ticketing systems, and technical support processes
- University / college degree
- Successful completion of a formal development program
- Comparable combination of education, job specific certification(s), and experience (including military service)
Desired Qualifications
- Customer Solutions
- Data Architecture Development
- End Users
- Problem Resolution
- Technical Support
- Customer Support Policies
- Standards and Procedures
- Customer Support Service Agreements
- Hardware Infrastructure
- IT Environment
- IT Project Management
- IT Service Management (ITSM)
- IT Systems Management
- Performance Measurement and Tuning
- Service Request Management Process
- Systems Software Infrastructure
- Telecommunications
- Workflow Analysis
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