Desktop Support Associate

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

Are you passionate about helping people and delivering exceptional technical support? Do you thrive in a fast‑paced enterprise environment where resolving issues quickly and effectively keeps the business running? The Service Desk/Technology Solution Center serves as Freddie Mac’s first line of support, providing Level 1–1.5 technical assistance through phone, live chat, walk‑ins, and self‑service channels.

We are seeking a customer‑focused, solutions‑oriented individual with strong analytical skills, solid technical knowledge, and a commitment to delivering high‑quality 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 remote‑support channels consistently and professionally.

• Drive stability and reliability in the end‑user 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 1–1.5 support to internal customers via phone, chat, walk‑ins, and self‑service 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 AI‑based 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 remote‑access 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 fast‑paced 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.

• Customer‑first mindset with a positive, solutions‑driven approach.

• Excellent verbal, written, and interpersonal communication skills.

• Ability to multitask in a fast‑paced environment with shifting priorities.

• Strong listening and etiquette skills across phone, chat, and in‑person interactions.

• Commitment to providing timely, high‑quality 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 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.

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 www.BountyJobs.com and register with our referral code: MAC.

Time-type:Full time

FLSA Status:Non-Exempt

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.

This position has an annualized market-based salary range of $54,000 - $82,000 and is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.