Job Details

Help Desk Administrator

Company name
The PNC Financial Services Group

Cleveland, OH

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Using excellent customer service and communication skills, provide highly responsive technical support and assistance to PNC employees.

Resolve a wide array of issues relying on a knowledge base and established procedures for effective execution.

Manage ticket documentation and follow-up.

Responsibilities are generally tactical in nature.

Primary focus is on daily deliverables of routine and defined outputs.

Works under direct supervision within a specific area.

Work performed is generally basic to moderately complex processing, review, or other administrative based.

Independent discretion or decision making is typically limited.

Decisions made are normally within a prescribed framework of established boundaries for which the employees must not deviate.

Maintains a positive and flexible approach toward changes that are introduced in the environment on a continuous basis.

Interested candidates should possess the following qualifications:

Requires 1 year related work experience

Excellent speaking and written communication, strong interpersonal skills, strong customer service and relationship management skills, knowledge sharing, and quality assurance.

Preferred skills: Remote computing, technical troubleshooting, help desk, PC hardware, PC software, server hardware, server software, application development tools, hand-held device software

Job Profile

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.

Core Competencies

Manages Risk - Basic Experience

Assesses 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.

Customer Focus - Basic Experience

Knowledge 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.

Job Specific Competencies

Implementation - Working Experience

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).


Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.

IT Standards, Procedures & Policies - Basic Experience

Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Technical Troubleshooting - Working Experience

Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Help Desk - Working Experience

Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.

PC/Workstation Software - Working Experience

Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.


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.

Problem Management - Basic Experience

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.


Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.

Required Education and Experience

Roles 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.

EEO Statement

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

VEVRAA Federal Contractor

We Request Priority Protected Veteran and Disabled Referrals for all of our locations

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Company info

The PNC Financial Services Group
Website :

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.

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