Company Description

At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to use tech to tackle housing’s biggest challenges and impact the future of the industry. You’ll be a part of an expert team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.

Job Description

As a valued colleague on our team, you will monitor and assist with responses to customer support requests, identify and document errors in products, and support the team in troubleshooting and developing solutions to product errors all while operating under direct supervision and escalating to more experienced staff as needed.

THE IMPACT YOU WILL MAKE

The End User Services - Technology Services - Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

• Monitor and respond to ticketing system requests for critical or systematic errors in products.
• Support the team with Identifying errors in products and determining their source.
• Contribute to the team's work in troubleshooting product errors and developing solutions to fix them while escalating to more experienced staff as needed.
• Work with other development groups to deploy updates.
• Install and maintain common technology hardware and software.

Qualifications

THE EXPERIENCE YOU BRING TO THE TEAM

Desired Experiences

• 2+ years of experience in enterprise technical support for internal employees
• Bachelor degree or equivalent work experience
• ITIL 4 or other technical certifications are a plus

Technical Skills

• Strong understanding of software, hardware, networking, and other relevant technology.
• Ability to diagnose and solve technical issues efficiently. This involves logical thinking and problem-solving skills.
• Familiarity with customer support ticket systems, remote access tools, and diagnostic tools.
• Deep understanding of office productivity applications and operating systems, including features, functionalities, and common issues.
• Skilled in recovering failed systems including applications.
• Understanding of cloud technologies and cloud computing.
• Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data.
• Familiarity in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI.
• Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Excel.
• Familiarity in service management concepts for networks and related standards such as ITIL practices or SDLC.

Interpersonal Skills 

• Exceptional personable and people skills who can build strong relationships and create positive customer experiences.
• Ability to work well with others, share knowledge, and contribute to a supportive team environment.
• Working with people with different functional expertise respectfully and cooperatively to work toward a common goal.
• Strong verbal and written communication skills
• Thorough in documenting issues, solutions, and follow up actions.
• Skills in active listening, empathy, patience towards customer.
• Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand.
• The group of skills related to Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict.
• The group of skills related to Relationship Management including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.
• Experience helping an organization to plan and manage change in effort to meet strategic objectives.

Tools

Skilled in Windows 10, Windows 11 a plus
Skilled in MacOS
Skilled in Microsoft Office applications
Skilled in Microsoft Teams
Skilled in Workspace One UEM 
Skilled in Citrix VPN and/or Zscaler
Skilled in using VMWare virtual desktops
Experience using ServiceNow
Experience using Jira
Experience with Active Directory and Access Management
Experience in SharePoint and Exchange
Experience with Sentinel One

IT Support Associate - Digital Workplace (On-Site)