Senior Technology Operations Analyst - Trading Floor Desktop Support

About this role:

Wells Fargo is seeking a Senior Technology Operations Analyst to join our Chief Technology Office (CTO) team and support our Equities, Fixed Income, and Foreign Exchange groups. Learn more about the career areas and business divisions at wellsfargojobs.com.

You will be responsible for providing platinum level desktop support to Trading Floor employees by analyzing clients’ needs and determining impact on the client and systems environment.  You will participate in the planning, installation, and implementation of new or modified desktop and desktop related hardware, software, applications, or operating systems to meet clients’ requirements.

In this role, you will:

• Lead or participate in initiatives and projects and act as a subject matter professional on research issues escalated from Operations internal alerts, Help Desks, Support Groups and other departments

• Improve deployment processes and tools, architecture, design and day-to-day technical support, scheduling and governance models

• Direct the daily Risk and Control flow of operations, focusing on policies, procedures, and work standards to ensure success; re-engineering and driving continual service improvement

• Analyze moderately complex technology operations issues which require in depth review and contribute to the resolution of complex issues

• Partner with others to meet technology operations deliverables while leveraging solid understanding of policies and procedures

• Collaborate with management and teams to answer questions or resolve problems

• Provide activity, progress and status reports to management and keep management posted of any critical issues

• Provide accurate problem identification, ticket documentation, customer and vendor dialogue

• Contribute to planning related to technology operations projects or deliverables

• Execute and oversee production deployments, including but not limited to stop and start job, updating processing tables, and write script

• Plan and design, document and enforce escalation policies and procedures

• Troubleshoot and triage job failures and work closely with AD Production support and vendors to drive towards root cause identification and resolution

• Act as a mentor for individuals

Required Qualifications:

• 4+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of experience analyzing moderately complex desktop support issues which require in depth review

• 4+ years of experience providing desktop support at an enterprise level

Desired Qualifications:

• 4+ years of experience with desktop and laptop hardware configurations for Dell, HP, and Lenovo

• Intermediate troubleshooting and problem-solving skills with Windows Operating System

• Knowledge and understanding of technology support: printer configuration, repairs, and maintenance

• Strong analytical skills with high attention to detail and accuracy

• Excellent verbal, written, and interpersonal communication skills

• Scripting and automation experience

• 2+ years of ServiceNow experience

• Experience supporting Citrix and VMware infrastructure and hosted applications

• 1+ year of experience with encryption technologies

• Expert in supporting the Microsoft Office suite

• Experience with Blackberry messaging software

• Experience with Apple products

• Exposure to desktop network connectivity diagnostics and troubleshooting (Including Wi-Fi)

• Experience with software troubleshooting

• Experience with various hardware platforms and diagnosing failed components

• Versed in various remote access technologies

• Experience supporting an Active Directory integrated environment

• Understanding of Windows command line

• Exposure to a Trading Floor environment

• Experience supporting Market Data applications

• Fundamental knowledge of Cloud Computing

Job Expectations:

• Willingness to work 100% on-site at stated location on the job opening

• Flexibility to work in a 24/7 environment

• Ability to work on call as assigned

• Flexibility to work rotating shifts

• This position is not eligible for Visa sponsorship

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