Help Desk Administrator - Linga (remote)

Benefits

• 401(k)
• Adoption assistance
• Dependent care reimbursement
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Prescription drug insurance
• Tuition reimbursement
• Vision insurance
• Wellness program

Full job description

Job Profile

Position Overview

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. 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 Help Desk Administrator within PNC's Linga organization, you will be based in Naples, FL.

The schedule for this role is 2:00 pm - 11:00 pm, Monday through Friday and will work remotely.

Restaurant experience preferred.

Job Description

• 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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Competencies

• Application Delivery Process – Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.
• Call Center Technologies – Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.
• Help Desk – Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.
• Implementation – 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).
• IT Service Management (ITSM) – 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.
• IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
• PC/Workstation Software – Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.
• Problem Management – 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.
• Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, 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, job specific certification(s), and experience (including military service) may be considered.

Education

No Degree

Additional Job Description

Benefits
PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Disability Accommodations Statement:
If an accommodation is required to participate in the application process, please contact us via email at [email protected] . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and select Option 4: Recruiting for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO):
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.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.