Technology Operations Associate

Wells Fargo · Charlotte, NC · 1 mo ago

EngineeringFull-time

About the role

We are seeking a Technology Operations Associate to deliver exceptional technology support and help maintain operational stability across the organization. This role serves as a frontline technical resource responsible for resolving technology issues, supporting business-critical applications, and ensuring a high-quality customer experience through effective troubleshooting, incident ownership, and operational excellence.

Responsibilities

Serve as the first point of contact for technology support via phone, chat, and ticketing systems
Deliver exceptional customer service with empathy, professionalism, and a sense of urgency
Troubleshoot Windows, Microsoft 365, mobile devices, VDI, Cloud PC, VPN, MFA, Active Directory, and remote access technologies
Support business-critical applications, user access, and account-related requests
Analyze incidents, identify root causes, and drive timely resolution
Take ownership of incidents from initial contact through resolution or escalation
Document incidents, troubleshooting steps, and resolutions in ServiceNow
Escalate complex issues while ensuring effective communication and follow-up
Monitor and respond to operational issues, service disruptions, and technology incidents
Maintain compliance with security, risk, and access management standards
Identify process improvement opportunities and contribute to operational excellence and service desk performance

Requirements

6+ months of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
6+ months of Technology Operations, IT Support, Service Desk, or Technical Support
6+ months of experience supporting Windows operating systems, Microsoft 365 applications, and mobile devices
6+ months of experience with ServiceNow or similar IT Service Management (ITSM) platforms

Qualifications

1+years of Technology Operations, Service Desk, Help Desk, or IT Support experience
Strong customer service, communication, troubleshooting, and problem-solving skills
Ability to work in a fast-paced environment while adhering to security, risk, compliance, and documentation standards
Working knowledge of Active Directory, VPN, MFA, Cloud PC, Azure, remote access technologies, and user access management
Experience supporting financial services, brokerage, wealth management, or other regulated business environments
Experience supporting desktop, mobile, and remote access technologies
Passion for delivering exceptional customer experiences and driving operational excellence

Schedule

Standard work schedule is Monday through Friday, 7AM to 4PM ET. Occasional flexibility may be required to support business and production needs, including periodic overtime when necessary. This position is not eligible for visa sponsorship.