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Service Desk, Professional

Location Dallas, United States
Posted 10-September-2021
Job DescriptionAt 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 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 teamAct as single point of contact for all Technology related issuesDaily issue and escalation support of services and applicationsWe provide First level resolution for incidents and requests when possibleYour 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 or service portal ticketsEnsure customer satisfaction by meeting customer needs in courteous and timely mannerUse a strong customer-service attitude when responding to technology requestsCommunicate effectively and clearly to customersBe an advocate for the end user to ensure he or she receives 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 applicationsDemonstrated/strong knowledge of Microsoft Office 365 productsDemonstrated knowledge of using ITSM application (preferred ServiceNow)Demonstrated/strong knowledge of software:Windows 10; Active Directory; RSA Authentication Manager, Cisco VPN & AnyConnect, VMware; multifunctional printers; Internet Software (ie, Internet Explorer; Firefox; Google Chrome)Demonstrated/strong knowledge of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructureAbility to quickly learn new technology and applications and retain (absorb) to resolve issues independentlyGood attitude and excellent attendance requiredTyping speed of 50+wpmKeys 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 teamAbility to work independently and collaborate effectively in a team environmentInquisitive nature, eager to learn new concepts and technologiesEagerness to help customers and team members with positive attitudeDeliver prompt and high quality customer serviceExcellent verbal, written and interpersonal skillsAbility to multi-task in a fast paced, constantly changing environmentMust be a team player and able to work collaboratively with and through othersEffective listening skills and proper phone etiquetteCurrent 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 and register with our referral code: MAC.Time-type:Full timeJob Category:Information TechnologyFLSA Status:Non-Exempt

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