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

Wells Fargo Bank•Irving, TX

3d•Onsite

About The Position

Wells Fargo is hiring a Systems Operations Associate through its Military Spouse Homefront Heroes Hiring Program, which is designed to attract and hire spouses and domestic partners of actively serving military personnel through a military spouse-specific virtual hiring event and onboarding program. This role is part of Technology and primarily supports the front line CBLO contact center line of business. The associate provides Tier 1 and Tier 2 technical support for Windows-based desktop and laptop systems, supporting remote and onsite users. The work includes troubleshooting hardware, software, operating system, application, networking, and device management issues; managing endpoints with Microsoft Intune; and helping users in office locations and across geographically dispersed locations. The position is based at an approved onsite location in Irving, Texas. The role also supports device provisioning and configuration, software installations, system upgrades, Windows 11 migrations, device refresh projects, and hardware deployments. The associate documents incidents and resolutions, escalates complex issues to appropriate teams, and provides clear, professional customer service. HHH Program hires are expected to attend and participate in the Military Spouse Homefront Heroes Orientation and Onboarding Experience. This position is not available for visa sponsorship, and relocation assistance is 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 the approved location.
Ability to attend and participate in the HHH Orientation and Onboarding Experience.

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 basic TCP/IP connectivity, DNS resolution, DHCP, VPN, and wireless and wired network issues.
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.