Desktop Support, Associate II (Hybrid Work Schedule)

Company Details

Freddie Mac

At Freddie Mac, you will do important work to build a better housing finance system and you’ll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

As part of Freddie Mac’s return to the office pilot, all employees, contingent workers and visitors must be fully vaccinated against COVID-19 in order to be on-site unless they have an approved accommodation.

Position Overview:

Do you like helping people? Are you someone who flourishes with identifying problems and resolving technical issues enabling business users to continue their daily operations and enhance their user experience? Do you aim to identify, diagnose, and resolve configuration-related issues across end user technology? We are searching for a creative individual who is results driven, problem solver and critical thinker. We are level 1/1.5 (Service Desk/Technology Solution Center) support taking customer calls, live chats and walk-ins. Our operating hours are Monday through Friday (excluding company holidays).

**This position is a hybrid work schedule, requiring 4 days in the office and 1 day remote**

Our Impact:

  • Part of enterprise operations & technology production support team
  • Act as single point of contact for all Technology related issues
  • Daily issue and customer concern support of services and applications
  • We provide First level resolution for incidents and requests when possible

Your Impact:

The ideal candidate must be able to work in a fast-paced environment to help consistently deliver high-quality service and technical support to end users.

Position is considered crucial.

  • Perform level 1-1.5 support for internal customers via phone, live chat or service portal tickets
  • Ensure customer satisfaction by meeting customer needs in courteous and timely manner
  • Use a strong customer-service demeanor when responding to technology requests
  • Communicate effectively and clearly to customers
  • Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire enterprise operations & technology organization.

Qualifications:

  • 2+ years experience in a enterprise organization supporting end users in Desktop Support and enterprise applications
  • Proven/solid understanding of Microsoft Office 365 products
  • Proven knowledge of using ITSM application (preferred ServiceNow)
  • Proven/solid understanding of software: Windows 10; Active Directory; RSA Authentication Manager, Cisco VPN & AnyConnect, VMware; multifunctional printers; Internet Software (i.e., Internet Explorer; Firefox; Google Chrome)
  • Demonstrated/solid understanding of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructure
  • Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
  • Good demeanor and excellent attendance required
  • Typing speed of 50+wpm

Keys to Success in this Role:

  • Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker)
  • Strong accountability, both individually to your work as well as to the team
  • Ability to work independently and collaborate effectively in a team environment
  • Inquisitive nature, eager to learn new concepts and technologies
  • Eagerness to help customers and team members with positive demeanor
  • Deliver prompt and high quality customer service
  • Excellent verbal, written and social skills
  • Ability to multi-task in a fast paced, constantly evolving environment
  • Must be a team player and able to work closely with others
  • Effective listening skills and proper phone etiquette

Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

Job Category:Information Technology

FLSA Status:Non-Exempt

Freddie Mac provides anticipated base salary ranges where required by law.

To apply for this job please visit www.indeed.com.

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