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Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States Fannie Mae Full time
Job Overview

Company Overview
At Fannie Mae, we are dedicated to shaping the future of housing finance. Our innovative efforts enable millions of individuals to achieve their dream of homeownership. Join us in a dynamic and supportive environment where your contributions can make a significant impact.

Position Summary

As a key member of our team, you will play a crucial role in managing customer support inquiries, identifying product discrepancies, and assisting in troubleshooting efforts. Your responsibilities will include:

  • Monitoring and addressing requests in the ticketing system related to critical product errors.
  • Assisting in pinpointing issues within products and determining their origins.
  • Collaborating with the team to troubleshoot product errors and develop effective solutions, while escalating complex issues to senior staff as necessary.
  • Coordinating with other development teams to implement updates.
  • Installing and maintaining essential technology hardware and software.
Qualifications

Experience Requirements
We are looking for candidates with:

  • A minimum of 2 years of experience in enterprise-level technical support.
  • A bachelor’s degree or equivalent professional experience.
  • ITIL 4 or other relevant technical certifications are advantageous.

Technical Proficiencies
Successful candidates will possess:

  • A solid understanding of software, hardware, networking, and related technologies.
  • The ability to efficiently diagnose and resolve technical issues, utilizing logical reasoning and problem-solving skills.
  • Familiarity with customer support ticketing systems and diagnostic tools.
  • A deep knowledge of office productivity applications and operating systems, including common functionalities and issues.
  • Skills in recovering failed systems and applications.
  • An understanding of cloud technologies and computing.
  • Experience in analyzing data to identify trends and inform decisions.
  • Proficiency in visual data representation using tools such as Excel, Tableau, or Power BI.
  • Experience in documentation and database reporting for analysis and decision-making.
  • Knowledge of service management concepts, including ITIL practices.

Interpersonal Skills
We value candidates who demonstrate:

  • Exceptional interpersonal skills and the ability to foster positive customer relationships.
  • A collaborative spirit and the willingness to share knowledge within a team environment.
  • Respectful engagement with colleagues from diverse functional backgrounds.
  • Strong verbal and written communication abilities.
  • Thorough documentation skills for issues, solutions, and follow-up actions.
  • Active listening and empathy towards customers.
  • Effective presentation skills to convey information clearly and engagingly.
  • Negotiation and conflict resolution skills.
  • Experience in managing change to align with strategic objectives.

Technical Tools
Proficiency in the following tools is preferred:

  • Windows 10 and 11
  • MacOS
  • Microsoft Office Suite
  • Microsoft Teams
  • Workspace One UEM
  • Citrix VPN and/or Zscaler
  • VMWare virtual desktops
  • ServiceNow
  • Jira
  • Active Directory and Access Management
  • SharePoint and Exchange
  • Sentinel One

Additional Information
Fannie Mae is committed to creating a diverse and inclusive workplace. We welcome all qualified applicants without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status.