Live chat
The PNC Financial Services Group

Help Desk Administrator

The PNC Financial Services Group - Pittsburgh, PA

\u003Cdiv\u003E\u003Cstrong\u003EPosition Overview\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003E
\u003Cbr\u003E\u003Cfont style='\\\font-size:12px;\\\'\u003E\u003Cfont style='\\\font-family:' verdana\u003EAt 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 part time Help Desk Administrator within PNC's Technology organization, you will be based in Pittsburgh PA. \u003Cbr\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003EThe PNC Help Desk provides first line 24x7 technical support for PNC staff. The team responds to inquiries and requests for assistance with the organization's computer systems or PCs and resolves customer inquiries for one or more products or services. The Help Desk Representative responsibilities include, but are not limited to the following:\u003C/span\u003E\u003Cbr\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EUsing excellent customer service and communication skills, provide highly responsive technical support and assistance to PNC employees. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EResolve a wide array of issues relying on a knowledge base and established procedures for effective execution. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EManage ticket documentation and follow-up.\u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EResponsibilities are generally tactical in nature. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EPrimary focus is on daily deliverables of routine and defined outputs. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EWorks under direct supervision within a specific area. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EWork performed is generally basic to moderately complex processing, review, or other administrative based.\u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EIndependent discretion or decision making is typically limited. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EDecisions made are normally within a prescribed framework of established boundaries for which the employees must not deviate.\u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EMaintains a positive and flexible approach toward changes that are introduced in the environment on a continuous basis.\u003C/span\u003E\u003Cbr\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003EInterested candidates should possess the following qualifications:\u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EHigh School diploma\u003C/span\u003E or equivalent\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003ERequires 1 year related work experience\u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EExcellent speaking and written communication, strong interpersonal skills, strong customer service and relationship management skills, knowledge sharing, and quality assurance. \u003C/span\u003E\u003Cbr\u003E\u003Cspan style='\\\color:black;\\\'\u003E\u00b7\u003C/span\u003E\u003Cspan style='\\\color:black;\\\'\u003EPreferred skills: Remote computing, technical troubleshooting, help desk, PC hardware, PC software, server hardware, server software, application development tools, hand-held device software\u003C/span\u003E\u003C/font\u003E\u003C/font\u003E\u003Cbr\u003E
\u003C/div\u003E\u003Cdiv\u003E\u003Cstrong\u003EJob Profile\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003E
\u003Cbr\u003E\u003Cul\u003E
\u003Cli\u003EProvides the first line of support and problem resolution for technology products or applications.\u003C/li\u003E
\u003Cli\u003EResponds to inquiries and requests for assistance with organization's computer systems or PCs; resolves customer inquiries for one or more products or services.\u003C/li\u003E
\u003Cli\u003EUtilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers.\u003C/li\u003E
\u003Cli\u003EMaintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures.\u003C/li\u003E
\u003Cli\u003EMonitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.\u003C/li\u003E
\u003C/ul\u003E
\u003Cp\u003E\u003C/p\u003E
\u003Cp\u003E\u003C/p\u003E
\u003C/div\u003E\u003Cdiv\u003E\u003Cstrong\u003ECore Competencies\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003E
\u003Cbr\u003E\u003Cp\u003E\u003Cstrong\u003EManages Risk - Basic Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EAssesses 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.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003ECustomer Focus - Basic Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge 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.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003C/p\u003E
\u003C/div\u003E\u003Cdiv\u003E\u003Cstrong\u003EJob Specific Competencies\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003E
\u003Cbr\u003E\u003Cp\u003E\u003Cstrong\u003EImplementation - Working Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge 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).\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EAPPLICATION DELIVERY PROCESS - Working Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EIT Standards, Procedures \u0026amp; Policies - Basic Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003ETechnical Troubleshooting - Working Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EHelp Desk - Working Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EPC/Workstation Software - Working Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EIT SERVICE MANAGEMENT (ITSM) - Basic Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003EProblem Management - Basic Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge 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.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003Cstrong\u003ECALL CENTER TECHNOLOGIES - Extensive Experience\u003C/strong\u003E\u003C/p\u003E
\u003Cul\u003E\u003Cli\u003EKnowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.\u003C/li\u003E\u003C/ul\u003E
\u003Cp\u003E\u003C/p\u003E
\u003C/div\u003E\u003Cdiv\u003E\u003Cstrong\u003ERequired Education and Experience\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003E
\u003Cbr\u003ERoles 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.\u003C/div\u003E\u003Cdiv\u003E\u003Cstrong\u003EEEO Statement\u003C/strong\u003E\u003C/div\u003E\u003Cdiv\u003EPNC 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\u003C/div\u003E\u003Cdiv\u003EVEVRAA Federal Contractor\u003C/div\u003E\u003Cdiv\u003EWe Request Priority Protected Veteran and Disabled Referrals for all of our locations\u003C/div\u003E\u003Cimg src=\http://bs.serving-sys.com/serving/adServer.bs?cn=display\u0026amp;c=19\u0026amp;mc=imp\u0026amp;pli=23031753\u0026amp;PluID=0\u0026amp;ord=[timestamp]\u0026amp;rtu=-1\\u003E,datePosted:2018-05-25,employmentType:FULL_TIME,industry:Information Technology,hiringOrganization:{@type:Organization,name:PNC},identifier:{@type:PropertyValue,name:PNC,value:1431629},jobLocation:{@type:Place,address:{@type:PostalAddress,addressCountry:US,streetAddress:,addressLocality:Pittsburgh,addressRegion:PA,postalCode:15122}}}

19 days 6 hours ago

The PNC Financial Services Group

apply

Help Desk Administrator The PNC Financial Services Group - Pittsburgh, PA, United States

   

Location: Pittsburgh, PA

Company Profile:
PNC offers a wide range of services for all our customers, from individuals and small businesses, to corporations and government entities. No matter how simple or complicated your needs, we're sure to have the products, knowledge and resources necessary for financial success. Retail Banking We provide deposit, lending, cash management and investment services to more than 6 million consumer and small business customers across 19 states and the District of Columbia. Customers can bank whenever and wherever they want via more than 2,600 branches, online and mobile services along with 9,000 ATM machines, many of which can be used to make deposits and cash checks. The award-winning Virtual Wallet® helps to save and spend smarter, and avoid unnecessary fees. Cash Flow InsightSM is an online resource for small businesses to track and manage cash flow.