Desktop Support Associate (Hybrid – 4 Days In Office)

Position Overview:

Do you like helping people? Are you someone who thrives on identifying problems and resolving technical issues enabling business users to continue their daily operations and enhance their user experience? Do you possess the drive 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).

Our Impact:

• Part of enterprise operations & technology production support team

• Act as single point of contact for all Technology related issues.

• Daily issue and escalation 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 provide high-quality service and technical support to end users.

Position is considered essential.

• Perform level 1-1.5 support for internal customers via phone, live chat, Walk-in's at our Technology Solution Centers or via self-serve

• Ensure customer satisfaction by meeting customer needs in courteous and timely manner

• Use a strong customer-service attitude 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:

• 1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applications

• Demonstrated/strong knowledge of Microsoft Office 365 products

• Demonstrated knowledge of using ITSM application (preferred ServiceNow)

• Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, PingID, Global Protect, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome)

• Demonstrated/strong knowledge 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 attitude 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 attitude.

• Deliver prompt and high-quality customer service.

• Excellent verbal, written and interpersonal skills.

• Ability to multi-task in a fast paced, constantly changing environment.

• Must be a team player and able to work collaboratively with and through 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 FLSA Status:Non-Exempt

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and market-leading benefit programs. Information on these benefit programs is available on our Careers site.

This position has an annualized market-based salary range of $52,000 - $78,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.