Desktop Support Associate

At Freddie Mac our mission of Making Home Possible is what motivates us and its 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 fastpaced enterprise environment where resolving issues quickly and effectively keeps the business running The Service Desk/Technology Solution Center serves as Freddie Macs first line of support providing Level 11.5 technical assistance through phone live chat walkins and selfservice channels.

We are seeking a customerfocused solutionsoriented individual with strong analytical skills solid technical knowledge and a commitment to delivering highquality 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 remotesupport channels consistently and professionally.

• Drive stability and reliability in the enduser 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 11.5 support to internal customers via phone chat walkins and selfservice 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.

Qualifications

• 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 AIbased 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 remoteaccess 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 fastpaced environments.

• Typing speed of 50 WPM preferred

Keys to Success in This Role

• 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.

• Customerfirst mindset with a positive solutionsdriven approach.

• Excellent verbal written and interpersonal communication skills.

• Ability to multitask in a fastpaced environment with shifting priorities.

• Strong listening and etiquette skills across phone chat and inperson interactions.

• Commitment to providing timely highquality support.

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 Macs 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.

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.

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.