Desktop Support Associate

Freddie Mac • McLean, VA

1d • $54,000 - $82,000

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. Join an organization where your work contributes to a greater purpose. Position Overview Are you passionate about helping people and delivering exceptional technical support? Do you thrive in a fast‑paced enterprise environment where resolving issues quickly and effectively keeps the business running? The Service Desk/Technology Solution Center serves as Freddie Mac’s first line of support, providing Level 1–1.5 technical assistance through phone, live chat, walk‑ins, and self‑service channels. We are seeking a customer‑focused, solutions‑oriented individual with strong analytical skills, solid technical knowledge, and a commitment to delivering high‑quality support to end users across the enterprise. Our team operates Monday through Friday (excluding company holidays), supporting both routine inquiries and essential escalations. Our Impact Serve as the single point of contact for enterprise technology issues. Provide daily incident resolution and escalation support for hardware, software, collaboration tools, and enterprise applications. Deliver first-call resolution whenever possible to minimize business disruption. Support Technology Solution Centers and remote‑support channels consistently and professionally. Drive stability and reliability in the end‑user computing environment. Your Impact As a member of the Technology Solution Center, you will help ensure that Freddie Mac employees receive timely, clear, and accurate technical support. This position is classified as essential, supporting critical business functions. You will: Provide Level 1–1.5 support to internal customers via phone, chat, walk‑ins, and self‑service tools. Deliver exceptional customer service focused on clarity, courtesy, and efficiency. Communicate effectively with users of all technical skill levels. Advocate for end users to ensure issues are resolved through the broader Enterprise Operations & Technology teams. Troubleshoot and resolve hardware, software, collaboration, and access issues; escalate as appropriate. Contribute to continuous improvement of documentation, knowledge articles, and support processes.

Requirements

• 1+ years of experience supporting end users in an enterprise Service Desk or Desktop Support environment.
• Strong proficiency with Microsoft 365, including Teams, Outlook, OneDrive, Office apps, and basic SharePoint knowledge.
• Working knowledge of Microsoft 365 Copilot and AI‑based productivity tools with the ability to guide users in appropriate adoption and usage.
• Experience using ServiceNow or similar ITSM platforms.
• Solid technical knowledge in: Windows 11 OS support Microsoft Teams Rooms (MTRs) and conference room AV technology Poly/Polycom AV and conferencing devices Cisco Call Center / Cisco telephony environments VDI environments (VMware) Laptops, desktops, mobile devices, and multifunction printers Enterprise networking and remote‑access tools such as GlobalProtect, and PingID
• Ability to absorb and apply new technologies quickly.
• Strong communication skills and ability to support users at varying levels of technical proficiency.
• Professional attitude, strong attendance, and ability to perform in fast‑paced environments.

Nice To Haves

• Typing speed of 50+ WPM preferred
• Strong analytical and troubleshooting skills enabling efficient diagnosis and resolution.
• High personal accountability and ability to support team objectives.
• Ability to work independently and collaboratively in a highly dynamic environment.
• Curiosity and eagerness to learn new tools, technologies, and processes.
• Customer‑first mindset with a positive, solutions‑driven approach.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to multitask in a fast‑paced environment with shifting priorities.
• Strong listening and etiquette skills across phone, chat, and in‑person interactions.
• Commitment to providing timely, high‑quality support.

Responsibilities

• Provide Level 1–1.5 support to internal customers via phone, chat, walk‑ins, and self‑service tools.
• Deliver exceptional customer service focused on clarity, courtesy, and efficiency.
• Communicate effectively with users of all technical skill levels.
• Advocate for end users to ensure issues are resolved through the broader Enterprise Operations & Technology teams.
• Troubleshoot and resolve hardware, software, collaboration, and access issues; escalate as appropriate.
• Contribute to continuous improvement of documentation, knowledge articles, and support processes.

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.
• This position has an annualized market-based salary range of $54,000 - $82,000 and is eligible to participate in the annual incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed