Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.
At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
This position provides on-site technical support and related project support for the Field Technology Services (FTS) Desktop Support team in the Los Angeles and San Fernando/Simi Valley areas for numerous lines of business on the WFDC Platform.
The FTS Technology Operations Analyst is responsible for on-site site Wells Fargo end-user support and operation of computer systems, applications, peripheral equipment, and printers as assigned. Provides third level support to troubleshoot, diagnose and resolve basic to moderately complex PC/LAN related hardware, application, operating system, and network problems for FTS customers. Supports on-site and remote remediation, after Technology Connection Levels I & II solutions have been exhausted.
Provides line of business support to enable timely end user device connectivity including support of hands on break/fix, move add change and project implementation and risk reduction. Provides our Wells Fargo team members with an ‘always on’ technology environment and allows them to provide external customers exceptional service to satisfy their financial needs. Engages customer, analyze client needs and review technical alternatives to determine their impact on the client and systems environment. Participate in the planning, installation, and implementation of new or modified PC/LAN related hardware, software, applications, or operating systems to meet client requirements. Understand BCP, security and compliance requirements to minimize risk to the environment.
Required Qualifications
- 6+ months of information technology experience demonstrated through work, military, or education
Desired Qualifications
- Basic troubleshooting and problem solving skills
- 6+ months of experience in production supporting, including problem identification, ticket documentation, and customer/vendor relations, demonstrated through work, military, or education
- 6+ months of experience using ticket tracking tools for change management, problem and incident management, and availability management, demonstrated through work, military, or education
- Knowledge and understanding of Information Technology customer service or help desk
- Ability to direct and oversee escalated technical troubleshooting and complex analysis efforts for prompt recovery of major issues
- Knowledge and understanding of desktop and Windows server operating systems
- Experience supporting Citrix infrastructure and hosted applications
- Knowledge and understanding of technology production support: management of problems and resolving issues
Other Desired Qualifications
. Experience supporting Virtual environments: Citrix/VMWare
. Experience providing implementation and troubleshooting support for systems on the WFDC Platform.
. Expert level PC hardware, application, and OS problem solving skills with focus on results and accountability.
. Knowledge of and experience with Wells Fargo Information Security policies and procedures.
. Excellent customer service and communication skills and proven ability to work with a wide array of internal customers.
. Ability to work independently with a sense of urgency and collaborate well in a team environment.
. Ability to travel to provide support at multiple locations within the Los Angeles and San Fernando/Simi Valley areas and work overtime as needed.
. Solid understanding of Field Technology Services (FTS) processes for Project, Service Request Implementation and Break/fix support
Job Expectations
- Ability to travel up to 90% of the time
- Ability to work outside of regular business hours
Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.
CA-LA-Downtown Los Angeles: Min: $43,600 Mid: $60,500 Max: $77,400
Disclaimer
- All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Benefits Summary
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.