Technology Support Analyst (contract)

Responsibilities

• Provide frontline technical support for secure file transmissions between Wells Fargo and internal/external customers through phone and ticketing systems.
• Investigate, evaluate, and resolve technology-related issues involving secure file transfer services and connectivity.
• Troubleshoot and support transmission protocols including SFTP, FTPS, and HTTPS.
• Cook up with infrastructure, application, and engineering teams to assess system health and resolve incidents.
• Analyze application and infrastructure outages and take appropriate actions to minimize business disruption.
• Develop a strong understanding of business processes to evaluate the impact of technology events and service interruptions.
• Monitor and support operational activities while identifying opportunities for process improvement and service enhancement.
• Manage incidents, requests, and problem records through ServiceNow or similar ticketing platforms.
• Communicate technical information, issue status, and resolution updates clearly to stakeholders, customers, and internal partners.
• Maintain documentation of issues, resolutions, and support procedures.

Requirements

• Applicants must be authorized to work for ANY employer in the U.S.
• This position is not eligible for visa sponsorship.
• Systems Engineering experience or equivalent technical support experience.
• Strong analytical and troubleshooting skills.
• Able to work effectively in a fast-paced operational support environment.
• Excellent verbal and written communication skills.
• Experience supporting secure file transmission solutions.
• Experience working with secure transmission protocols, including:
• SFTP
• FTPS
• HTTPS
• Experience troubleshooting user access, authentication, and connectivity issues.
• Experience using ServiceNow for incident, problem, and request management.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Experience working with cross-functional technical teams in a production support environment.

Benefits

• Health Insurance
• Life insurance
• 401K
• Voluntary Benefits