Technology Operations Analyst

Wells Fargo is seeking IT Service Desk Agents to maintain operational stability and service excellence for the Wealth Investment Management (WIM) Line of Business. You will provide frontline support for financial advisors and business partners, resolving technology issues that directly impact client service, trading activities, account access, and regulatory obligations. You will ensure continued adherence to service level commitments, minimize disruption to business operations, and sustain the level of support required to meet the Brokerage organization’s performance and compliance expectations.

• Serve as the first point of contact for IT support via phone, chat, and ticketing systems.
• Deliver exceptional customer service with empathy, professionalism, and a strong sense of urgency.
• Take ownership of incidents from initial contact through resolution or appropriate escalation.
• Troubleshoot and support Windows, mobile devices (iOS/Android), Windows App/Cloud PC, Microsoft products, VPN, MFA, Active Directory, and remote access technologies.
• Quickly assess issues, perform root cause analysis, and determine the most effective path to resolution.
• Escalate complex incidents to the appropriate teams while ensuring seamless handoff and follow-up.
• Provide timely updates and maintain clear communication with users and stakeholders throughout the support process.
• Monitor, analyze, and respond to service disruptions, system alerts, and operational issues that impact the business.
• Partner with technical teams during major incidents to restore services and minimize business disruption.
• Identify opportunities for process improvement, automation, self-service, and operational efficiency.
• Create and maintain accurate documentation, knowledge articles, and support records.
• Demonstrate strong technical aptitude, proactive problem-solving skills, accountability, and a positive team-oriented attitude.

Required Qualifications:

• 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 

Desired Qualifications:

• 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

Job Expectations:

• This position offers a hybrid work schedule 
• This position is not eligible for visa sponsorship 
• Ability to work outside normal business hours 24/7 Call Center
• Standard work schedule is Monday through Friday, 7:00 AM to 4:00 PM ET. Occasional flexibility may be required to support business and production needs, including periodic overtime when necessary.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment 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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.