Playing an essential role in the U.S. economy, Fannie Mae is foundational to housing finance. Here, your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.

Job Description

As 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.

• 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.

THE EXPERIENCE YOU BRING TO THE TEAM

• Bachelor degree or equivalent work experience

• ITIL or other related certifications are a plus

• Cloud Certified

Technical Skills

• 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.

Interpersonal & Communication Skills

• 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.

Tools

• 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

Qualifications

Education:

Bachelor's Level Degree (Required)

The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.

Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form.

The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, 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. See more here.

Requisition compensation:

79000

to

97000