Desktop Support Associate

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it's at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

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. Our operating hours are Monday through Friday 8-5 (excluding company holidays) in-person in office. This position is in the Plano office, and you must have reliable transportation to and from the job site.

Our Impact:

Regional support team provides escalation level end user technology and infrastructure support. We are the physical contact point for all IT partners in the company to include all equipment in the MDF and IDF's, in the Dallas regional office.

Your Impact:

The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users and VIP's. This will help improve customer satisfaction and manage end-user technology support and potential technology risk. You must have a customer-first mentality; personally, engage with customers to learn their needs. Be proactive, anticipating obstacles and challenges, and managing your work and delivering real results. This is an in-office position.

Qualifications:

• Typically, 1 -3 years' experience in a support organization helping end users in Desktop Support and enterprise applications
• Bachelor's degree or equivalent experience preferred
• Good verbal, written and interpersonal skills
• Good analytical and problem-solving skills
• Effective listening skills and proper phone etiquette
• Ability to multi-task in a fast changing environment
• Must be a team player and able to work collaboratively with others
• Clearly communicate technical solutions in a user-friendly and professional manner
• Demonstrated/strong knowledge of all standard Microsoft Office 365 products
• Demonstrated knowledge of using ticketing tools (preferred ServiceNow)
• Demonstrated/strong knowledge of software: Windows 11; MS office suite including team; Active Directory; Ping MFA; virtual desktop infrastructure (VDI); multifunctional network printers; Internet Software (i.e., Microsoft Edge; Firefox; Google Chrome)
• Demonstrated/strong knowledge of hardware: Desktop; Laptop and wireless mobile devices (smart phones, tablets, etc.)
• Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
• Good attitude and excellent attendance required
• This role may require occasional lifting and movement of equipment weighing up to 50 pounds, with or without reasonable accommodation.

Keys to Success in this Role:

• Good 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
• Focus on teamwork and understand role in overall team, but how you can contribute to the team's success
• Attention to detail
• Knowledge in Cloud computing
• Excellent attendance and punctuality

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

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that individuals 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.

A safe and secure environment is critical to Freddie Mac's business. This includes employee commitment to our acceptable use policy, applying a vigilance-first approach to work, supporting regulatory mandates, and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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 $59,000 - $89,000 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.