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Fannie Mae · 11 hours ago

Onsite Desktop Support Technician

Reston, VA

Full-time

Onsite

New Grad, Entry Level

$79K/yr - $97K/yr

Fannie Mae is foundational to housing finance and seeks an Onsite Desktop Support Technician to monitor and assist with customer support requests. The role involves troubleshooting product errors, documenting issues, and collaborating with development teams to deploy updates and maintain technology hardware and software.

Financial Services

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Monitor and respond to internal customers via ticketing system 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

Qualification

Troubleshooting softwareCustomer support ticketing systemsCloud computing conceptsData visualization toolsService management frameworksWindows 11MacOSMicrosoft Office applicationsActive DirectoryAnalytical skillsProblem-solving abilitiesInterpersonal skillsCommunication skillsDetail-oriented

Required

Bachelor degree or equivalent work experience

Proficient in troubleshooting software, hardware, networking, and related technologies using tools listed below

Strong analytical and problem-solving abilities to efficiently diagnose and resolve technical issues

Hands-on experience with customer support ticketing systems and remote support tools

Deep knowledge of office productivity applications and operating systems, including common issues and advanced features

Skilled in system recovery, including application-level restoration

Solid understanding of cloud computing concepts and technologies

Experience in data analysis to identify trends and inform decision-making

Proficiency in data visualization using tools like Excel, Tableau, or Power BI to create charts, dashboards, and reports

Strong documentation and reporting skills using tools such as Excel for data discovery and analysis

Familiarity with service management frameworks and standards such as ITIL and SDLC

Exceptional interpersonal skills with the ability to build strong relationships and deliver positive customer experiences

Collaborative mindset with a focus on knowledge sharing and team support

Ability to work cross-functionally with diverse teams toward shared goals

Clear and effective communication skills, both written and verbal

Detail-oriented in documenting issues, resolutions, and follow-up actions

Demonstrated empathy, patience, and active listening in customer interactions

Skilled in presenting technical and non-technical information in an engaging and accessible manner

Strong influencing capabilities including negotiation, facilitation, and conflict resolution

Experience in stakeholder and vendor relationship management, including contracting and network building

Proven ability to support organizational change initiatives aligned with strategic objectives

Skilled in Windows 11

Skilled in MacOS

Skilled in Microsoft Office applications

Skilled in Microsoft Teams

Skilled in Workspace One UEM administration

Skilled in Zscaler

Skilled in using Omnissa virtual desktops

Experience using ServiceNow

Experience using Jira

Experience with Active Directory and Access Management

Experience in SharePoint and Exchange

Experience with Sentinel One

Preferred

ITIL or other related certifications are a plus

Cloud Certified

Benefits

Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being.

Company

Fannie Mae

Glassdoor4.2

Fannie Mae creates opportunities for people to buy, refinance, or rent a home.

Founded in 1938

Washington, District of Columbia, US

5001-10000 employees

http://www.fanniemae.com

H1B Sponsorship

Fannie Mae has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)