Application Support Analyst I THE COMPANY Fannie Mae provides reliable, large-scale access to affordable mortgage credit in communities across our nation. We are the leading source of funding for housing in America, which means more people can buy or rent a home. We are focused on sustaining the housing recovery, improving our company, and leading change to make housing better. Join our diverse, high-performing team and make a difference as we work together to enable access to a good home. For more information about Fannie Mae, visit http://www.fanniemae.com/progress JOB INFORMATION Our Tech Center in Plano, TX is currently looking for an Application Support Analyst to help provide technical support to office or business users of proprietary or custom application software. You will answer technical questions, troubleshoot problems, and guide users to gain productive use of software and applications. You may extract data, format and run reports, or perform specific analytical functions using applications. You will develop a substantial subject matter knowledge of business unit disciplines. KEY JOB FUNCTIONS * Study business processes in client or host unit and how they are automated. Examine business processes in unit to determine how they could be translated into requirements for IT applications. * Assist staff in unit with use of application that automates or executes their business processes. * May develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses * May support application(s) in production. Note interruptions or bugs in operation and perform standard diagnostics to determine problem and resume use of the application. * In some cases, carry pager and respond to calls to deal with production problems from remote access system. EDUCATION * Bachelor's Degree or equivalent required. MINIMUM EXPERIENCE * 1+ years of related experience. SPECIALIZED KNOWLEDGE & SKILLS Required * Assess customers support needs when they arrive and provide resolution * Prepare and provision technologies (computers, mobile devices, etc.) for new hires Provide overview of operation, personalized tutoring and configuration of technology to the users specifications * Ability to maintain flexibility to regularly rotate through different technical specialties & skill sets * Have a solid understanding of Windows and/or Apple devices * Utilize online tools (AD, MyServices, Adex Tools, and SCCM) to proactively monitor client technologies and affect resolution to end-user incidents * Provision and provide services to mobile devices * Great communication and able to speak and understand customers over email, messaging and face to face interactions * Other services as may be identified _Desired _ * A + Certification, Network+, or other technical certifications * Previous Help Desk or IT Service Center experience **EMPLOYMENT **As a condition of employment with Fannie Mae, any successful job applicant will be required to successfully complete a background investigation. Fannie Mae is an Equal Opportunity Employer. **Primary Location: **TX-Plano **Work Locations: ** **Job: **Information Management **Organization: **Fannie Mae **Schedule: **Full-time **Job Type: **Standard