Installation and Moves Professional (Desktop and Mobile Device)

Freddie Mac
McLean, VA
Sep 22, 2017
Oct 23, 2017
Full Time
Position Overview
The Installation and Moves Professional role provides Desktop and Mobile Device Platform hardware and software implementation solutions within a large scale distributed computing environment, under minimal direction of a Team or Senior Technical Lead. The successful candidate is part of a Technical implementation team that will fulfill a wide variety of technical service requests within service levels for both the Desktop and Mobile Platform. In addition, the successful candidate shall also demonstrate the ability to work on technical projects per plan. Strong customer service skills are required for both service delivery and in project support assignments. The successful candidate should possess working knowledge of Service Ticketing systems for processing service delivery as well as SharePoint, Excel or MS Access for the generation of management reports, monitoring status and assessing progress metrics. Responsibilities Include:
*Follows Desktop Technology Best Practices and Procedures
*Adheres to the Service Delivery Schedule
*Monitors Service and Incident Ticket Queues and routes Tickets accordingly
*Performs PC and Mobile Hardware and Software Installations
*Executes PC Refresh Processes
*Conducts Customer Training
*Resolves Customer Schedule and Delivery Issues
*Troubleshoots Hardware and Software issues both remotely and on site with Customers
*Documents and completes Service and Incident Tickets appropriately
*Reviews completed Service Tickets and Incident Tickets for completeness and accuracy
*Develops and executes Project Plans
*Understands Service Delivery Metrics
*Reports on Service Delivery

Basic Requirements
*Bachelor’s Degree in Business, Information Systems or related discipline or equivalent experience
*2- 5 years of relevant work experience
*Demonstrates Excellent Customer Service
*Demonstrates working knowledge of PC Hardware and Software Installation Options and Configuration Settings
*Displays working knowledge of Incident Management and Service Ticketing Systems
*Shows Familiarity with Desktop platform and Mobile Device Hardware and Software Installation Setup and Configuration
*Shows Familiarity with Software Discovery and Automated Software Installation Tools
*Possesses working knowledge of Project Planning
*Demonstrated knowledge of Service levels using Metrics to assess progress
*Working knowledge of the following is required: Windows 7, Windows 10, Office 2016, Office 365, Active Directory, SCCM, Software Center and AppSense

Preferred Skills
*Demonstrates working knowledge of IT Asset Management Concepts
*Understands Desktop Platform Asset Lifecyle
*Working knowledge of the following OS and Tools would be a plus: Service Now, Bit locker, Symantec Endpoint Protection, Bromium, Eracent and Equitrac.
*PowerShell Scripting
*ITIL Foundation
*A+ Certification
*MS Access
*Visio Process Workflows
*Operates as a Self-Starter
*Performs with minimal supervision
*Shows ability to work in a Team environment
*Plans and executes tasks as scheduled
*Possesses very strong Verbal and Written Communication skills

Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.