End User Services - Technology Engineering - Associate

Fannie Mae
Reston, VA
Jan 16, 2022
Jan 18, 2022
Engineer, IT, QA Engineer
Full Time
Company DescriptionAt Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to modernize the nation's housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.Job DescriptionAs 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 MAKEResponsibilitiesThe End User Services - Technology Engineering - 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 responsibilitiesMonitor 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.QualificationsTHE EXPERIENCE YOU BRING TO THE TEAMDesired ExperiencesBachelor's degree or equivalentExperience with creation and maintenance of Operating System Deployment. (OSD) task sequences with Systems Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT)Collaborate with vendors to optimize product performance and functionalityExperience with Group Policy processing and troubleshooting across various computing platforms including servers, web servers, desktops etc.Working knowledge of PKI infrastructureWillingness to learn new technologies as requiredExperience with Application Packaging for both physical and VDI infrastructure solutionsSkillsAdvanced knowledge with supporting, managing, testing and implementing Microsoft Windows 10, Microsoft 365, SharePoint, on-prem and in the Cloud, OneDrive and all other Microsoft Suite applications, and MacOSProvide support for Microsoft Windows, both physical and VMWare DaaS, as well as MacOSExperience identifying measures, or indicators of system performance, and the actions needed to improve or correct performance to achieve desired outcomesExpertise in Troubleshooting end-user issues with their use of desktops and all application interactionsSkilled in supporting, controlling, monitoring, and management of large, complex, and sometimes geographically-dispersed IT infrastructure and applications in order to optimize IT service deliverySkilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understandProven end user interaction with end users at various levels throughout the organization and able to maintain ticket SLAs for responding to user requests promptlyExperience gathering accurate information to explain concepts and answer critical questionsSkilled in cloud technologies and cloud computingCommunication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.Thrive in a highly regulated and fast paced, changing environment with proven multitasking skills; focus on details and accuracyWorking with people with different functional expertise respectfully and cooperatively to work toward a common goalStrong experience working in large enterprise networksToolsExperience using Microsoft Windows 10, Office 365Experience working on-prem and in the CloudExperience administering OneDrive7+ years experience with Microsoft enterprise software and platformsExperience administering SharePointSkilled in Microsoft Suite applicationsStrong Knowledge with Apple MacOS support and troubleshootingStrong Knowledge working with VMware Workspace One, Horizon, and Unified Endpoint Management (UEM/DEM)Significant knowledge in Microsoft Windows Administration, Engineering, and InfrastructureProficiency in VBScript or Power ShellAdditional InformationJob REF ID: REF6465QThe future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.by Jobble