Systems Operations Associate- Military Spouse Homefront Heroes Hiring Program (HHH)

Wells Fargo & Company•Irving, TX

4d•Onsite

About The Position

Wells Fargo is hiring a Systems Operations Associate in Technology through its Homefront Heroes Hiring (HHH) Program, which is designed to attract and hire spouses and domestic partners of actively serving military personnel. The role provides technical support and troubleshooting for Windows-based desktop and laptop systems, supporting remote and onsite users with hardware, software, networking, and device management issues. The primary focus is support for the front-line CBLO contact center line of business. The associate provides Tier 1 and Tier 2 desktop support, manages and troubleshoots endpoint devices with Microsoft Intune, and assists with device provisioning, configuration, software installations, upgrades, Windows 11 migration, device refreshes, and hardware deployments. The position supports Microsoft 365 applications and basic networking, documents incidents and resolutions, escalates complex issues, and provides professional customer service to office-based and geographically dispersed users. The position is located in Irving, Texas and requires onsite work at an approved location. HHH Program hires are expected to attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience. Visa sponsorship and relocation assistance are not available.

Requirements

At least 6 months of Technology Engineering experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
At least 6 months of desktop support or technical support experience.
At least 6 months of experience supporting Microsoft Windows 10 and Windows 11 operating systems.
Hands-on experience with Microsoft Intune device management.
Knowledge of Active Directory, user account administration, and password resets.
Understanding of TCP/IP networking fundamentals and connectivity troubleshooting.
Experience supporting remote users and resolving incidents through remote support tools.
Familiarity with Microsoft 365 applications and services.
Ability to work onsite at an approved location.
Not available for visa sponsorship.

Nice To Haves

Experience with Microsoft Entra ID (Azure AD).
Experience with software deployment and endpoint management.
Knowledge of imaging, device provisioning, and hardware refresh processes.
Experience using ServiceNow or other IT service management platforms.
CompTIA A+, Network+, or Microsoft certifications.
Strong problem-solving and analytical skills.
Excellent verbal, written, phone, and in-person customer service skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Strong attention to detail.

Responsibilities

Provide Tier 1 and Tier 2 desktop support for Windows 10 and Windows 11 devices.
Use Microsoft Intune to manage, deploy, troubleshoot, and support endpoint devices.
Diagnose and resolve hardware, software, operating system, and application issues.
Provide remote troubleshooting using approved remote assistance tools and techniques.
Support device provisioning, configuration, software installations, and system upgrades.
Troubleshoot TCP/IP connectivity, DNS resolution, DHCP, VPN connectivity, and wired and wireless network connections.
Support Microsoft 365 applications, including Outlook, Teams, and Office products.
Maintain accurate incident documentation and update ticketing systems with troubleshooting steps and resolution details.
Escalate complex issues to appropriate support teams when necessary.
Assist with Windows 11 migration, device refresh projects, and hardware deployments.
Provide in-person technical support at office locations and remote support to geographically dispersed users.
Deliver customer service and communicate technical information clearly and professionally.
Attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience.