Desktop Support Associate II

Freddie Mac•Dallas, TX

6d•$59,000 - $89,000

About The Position

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. Continue your career journey 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 Impact: The regional support team provides escalation level end user technology and infrastructure support. We are extended arm for all IT partners in the 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. 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, manage your work, and deliver real results.

Requirements

Typically, 1 -3 years’ experience in a support organization helping end users in Desktop Support and enterprise applications
Effective listening skills and proper phone etiquette
Ability to multi-task in a fast paced, constantly changing environment
Clearly communicate technical solutions in a user-friendly and professional manner
Demonstrated/strong knowledge of Microsoft Office 365 products
Demonstrated knowledge of using ticketing tool (preferred ServiceNow)
Demonstrated/strong knowledge of software: Windows 11; Cisco Jabber; Active Directory; Ping MFA; VMware; multifunctional printers; Internet Software (i.e., Internet Explorer; 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
Capacity to lift pieces of equipment approximately 25 - 50 lbs
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
Focus on teamwork and understand role in overall team, but how you can contribute to the team’s success
Attention to detail
Excellent attendance and punctuality
Must be a team player and able to work collaboratively with and through others

Nice To Haves

Knowledge in Cloud computing

Benefits

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.

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