Support Desk Specialist (12hr Nights)

Freddie Mac; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in the financial services sector is seeking a Support Desk Specialist for a rotating overnight position. The role involves providing high-quality technical support and solutions while ensuring client satisfaction. Candidates should have strong communication skills, a Bachelor's degree, and relevant experience or certifications. This position offers an opportunity to work in a dynamic environment, supporting multiple clients and improving their network efficiency.

Qualifications

• 2 years of relevant experience or equivalent education.
• Current certifications preferred: MCSA, CCENT, A+, Security+.

Responsibilities

• Provide technical support and remote help desk services.
• Maintain client documentation and improve network efficiency.
• Communicate with technical and non-technical users.

Skills

Communication

Time Management

Initiative

Team Work

Flexibility

Education

Bachelor's degree

Tools

MS Office

Job description

SCHEDULE: This is a rotating 12 hour overnight position and will also include a weekend rotation

The Support Desk Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide phone support, remote troubleshooting and administration.

ESSENTIAL FUNCTIONS:

• Provide technical support and remote help desk services to Marco clients, escalating when necessary.
• Review current systems and make technical/process recommendations for improving efficiency.
• Identify reoccurring issues in client's environment and proactively provide recommendations to improve efficiency, performance and reliability of client's network.
• Maintain client documentation.
• Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
• Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
• Ability to perform in a call center environment.
• Supporting multiple companies with end user requests and third party business applications.
• Efficiently communicate with technical and non-technical end users.
• Perform other related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree and two years of relevant experience; or equivalent combination of education and experience.
• Current certifications to include any of the following: MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, N+ or Security+ preferred.

REQUIRED SKILLS:

• Solid understanding of the administration of network operating systems, applications and services found in a client environment.
• Proficiency with business collaboration tools such as MS Office applications.
• Communication - Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
• Commitment - See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
• Initiative - Must possess the ability to be a self starter and take initiative. Work to identify and resolve problems in a timely manner however if you can't resolve it yourself, use resources to find someone who can.
• Flexibility - Adapt to changes in the work environment. Change approach or method to best fit the situation.
• Team Work - Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others' views and welcome feedback.
• Time Management - Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.