Technology Operations Analyst, Wells Fargo

Wells Fargo

Location:
United States, Irving ▼
West Des Moines

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a highly skilled, customer-focused Service Desk Agent to provide front-line phone and chat IT support for the Wealth and Investment Management (WIM) business unit. This role requires strong technical troubleshooting, deep issue ownership, and empathetic service delivery in a fast-paced, high-impact environment.

Job Responsibility:

Participate in initiatives and identify opportunities for technology operations
evaluate basic or tactical challenges that require research and evaluation
provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas
reduce the impact of application and infrastructure failures on business delivery
engage various teams of trouble-shooters to assess system health and issues
present recommendations for resolving more complex situations
provide information to functional colleagues, internal partners and stakeholders
serve as the initial contact for IT issues via phone, chat, other channels or ticketing system
provide prompt, professional, and empathetic support to business users with a focus on minimizing downtime and disruption
take full ownership of reported issues through resolution or appropriate escalation
maintain accountability for follow-ups and ensure timely communication with end users
troubleshoot and support across multiple platforms including Windows OS, iOS and Android mobile devices, Virtual Desktop Infrastructure (VDI), credential administration (Active Directory, MFA, etc.), VPN and remote access technologies, MS Products
understand the critical nature of the supported business unit and tailor support accordingly
demonstrate empathy and urgency in addressing issues that impact business operations
identify and suggest opportunities for self-service, automation, and process improvements
share knowledge and best practices with peers to foster a culture of learning and excellence
contribute to documentation and knowledge base articles to improve team efficiency
uphold high standards of communication, documentation, and customer service
represent IT with professionalism and a proactive mindset in all interactions

Requirements:

2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of experience in enterprise IT environments and ticketing systems (e.g., ServiceNow)
1+ years of experience in Financial Services/Banking

Nice to have:

Strong troubleshooting skills across desktop, mobile, and remote access technologies
excellent communication and interpersonal skills
proven ability to work independently and collaboratively in a fast-paced environment
passion for delivering high-quality support and driving team success

What we offer:

Hybrid work schedule
equal opportunity employer
employment consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic

Additional Information:

Job Posted:
August 26, 2025

Expiration:
August 27, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technology Operations Analyst