Desktop Support Associate II

Freddie Mac; Dallas (TX); On-site; USD 59,000 - 89,000; Full time

Benefits offered by this job

Competitive compensation

Market-leading benefit programs

Job summary

A national housing finance company is seeking a Desktop Support Associate II to enhance user experience through technical support. The ideal candidate will have 1-3 years of experience in desktop support, possess strong analytical and problem-solving skills, and a commitment to customer satisfaction. Key responsibilities include troubleshooting end-user technology issues and managing risks associated with technology use. This full-time position offers a competitive salary ranging from $59,000 to $89,000.

Qualifications

• 1–3 years’ experience in Desktop Support.
• Ability to lift equipment 25–50 lbs.
• Proficient in various software and hardware.

Responsibilities

• Provide troubleshooting for end user technology.
• Engage with customers to enhance their experience.
• Manage potential technology risks.

Skills

Effective listening skills

Technical communication

Problem-solving

Customer-first mentality

Ability to multi-task

Analytical skills

Tools

Microsoft Office 365

ServiceNow

Windows 11

Cisco Jabber

Active Directory

Ping MFA

VMware

Job description

Join to apply for the Desktop Support Associate II role at Freddie Mac.

At Freddie Mac, our mission of Making Home Possible motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made homes 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 Impact

The regional support team provides escalation level end user technology and infrastructure support. We are the 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 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.

Qualifications

• 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.

Keys 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 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, and how you can contribute to the team’s success.
• Attention to detail.
• Knowledge in Cloud computing.
• Excellent attendance and punctuality.
• Must be a team player and able to work collaboratively with and through others.

Employment Details

• Time type: Full time
• FLSA Status: Non‑Exempt

Salaries and Benefits

• Annualized market‑based salary range: $59,000 – $89,000
• Eligible to participate in the annual incentive program.

• Freddie Mac offers a comprehensive total rewards package including competitive compensation and market‑leading benefit programs. Information on these benefit programs is available on our Careers site.

EEO Statement

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.

Compliance and Security

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.

Fair Chance Statement (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.