JOB DESCRIPTION
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 (excluding company holidays). This position will support both the Irvine and LA offices in California, must be able to drive to both offices.
Our Impact:
Regional support team provides escalation level end user technology and infrastructure support. We are extended arm for all IT partners in 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, and manage your work and deliver real results.
Qualifications:
1. Excellent verbal, written and interpersonal skills
2. Excellent analytical and problem-solving skills
3. Effective listening skills and proper phone etiquette
4. Ability to multi-task in a fast paced, constantly changing environment
5. Must be a team player and able to work collaboratively with and through others
6. Typically, 1 -3 years’ experience in a support organization helping end users in Desktop Support and enterprise applications
7. Clearly communicate technical solutions in a user-friendly and professional manner
8. Demonstrated/strong knowledge of Microsoft Office 365 products
9. Demonstrated knowledge of using ticketing tool (preferred ServiceNow)
10. Demonstrated/strong knowledge of software: Windows 10/11; Cisco Jabber; Active Directory; Ping MFA; VMware; multifunctional printers; Internet Software (i.e., Internet Explorer; Firefox; Google Chrome)
11. Demonstrated/strong knowledge of hardware: Desktop; Laptop and wireless mobile devices (smart phones, tablets, etc.)
12. Ability to quickly learn new technology and applications and retain (absorb) to resolve issues independently
13. Good attitude and excellent attendance required
Keys to Success in this Role:
14. Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker)
15. Strong accountability, both individually to your work as well as to the team
16. Ability to work independently and collaborate effectively in a team environment
17. Inquisitive nature, eager to learn new concepts and technologies
18. Focus on teamwork and understand role in overall team, but how you can contribute to the team’s success
19. Attention to detail
20. Knowledge in Cloud computing
21. 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.