Infrastructure Configuration Consultant, Desktop Engineer 3rd Tier Support

PNC - Pittsburgh, PA

Part-time - Mid Level

Pittsburgh, PA

Credit Intermediation and Related Activities

About the position

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 an Infrastructure Configuration Consultant within PNC's Technology organization, you will be based in Pittsburgh, PA or Strongsville OH. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager's discretion. As an Infrastructure Configuration Consultant you will provide SME support for various desktop operating systems (emphasis on Windows) and applications. You will be responsible for incident detection, resolution and/or escalation, and participation in root cause analysis and correction resulting in prevention. You will maintain and develop in-depth knowledge of supported systems and applications, acting as the escalation point of contact for Level 1 and Level 2 resources, as well as applications/systems owners. Your role will also involve performing application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries, and complying with technology standards. You will follow a predetermined plan/process and perform simple and routine administration requiring basic knowledge of specified operational products/services. Additionally, you will provide technical operational, analytical, and research support to technical teams through both written and verbal communications. A strong understanding of project management principles is essential, as you will assist in the development and maintenance of technical, operational, and service procedures, as well as process workflows for operational/applications teams. Furthermore, you will function as a print hardware expert for the print labs, and print/scanning production devices and software, requiring experience in configuring network printers and MFDs (hardware/software/firmware management). Strong architecting and R&D skills for implementing and maintaining new innovative technology and troubleshooting print and desktop-related issues are also necessary.

Responsibilities

• Provide SME support for various desktop operating systems, with an emphasis on Windows and applications.
• Detect, resolve, and escalate incidents as necessary.
• Participate in root cause analysis and correction to prevent future incidents.
• Maintain and develop in-depth knowledge of supported systems and applications.
• Act as the escalation point of contact for Level 1 and Level 2 resources, as well as applications/systems owners.
• Perform application governance, including attestations, continuity testing, and impact analysis.
• Respond to audit/regulatory inquiries and comply with technology standards.
• Follow predetermined plans/processes for routine administration of operational products/services.
• Provide technical operational, analytical, and research support to technical teams through written and verbal communications.
• Assist in the development and maintenance of technical, operational, and service procedures, as well as process workflows for operational/applications teams.
• Function as a print hardware expert for print labs and production devices, including configuring network printers and MFDs.

Requirements

• University/college degree with 3+ years of relevant/direct industry experience, or a comparable combination of education, job-specific certifications, and experience.
• Strong understanding of project management principles.
• Knowledge of configuration management, ITIL, IT quality assurance, and performance measurement and tuning.

Nice-to-haves

• Information Security
• IT Architecture
• Network Administration
• Network Support
• Software Testing
• System Administration

Benefits

• 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
• 401(k) with PNC match
• Pension and stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• Robust wellness program with financial incentives
• Paid maternity and/or parental leave
• Up to 11 paid holidays each year
• 8 occasional absence days each year
• 15 to 25 vacation days each year, depending on career level and years of service.