Lead Technical Support Analyst

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

Key responsibilities include:

• Serve as a senior technical escalation point for complex or unfamiliar end-user issues.
• Troubleshoot and resolve hardware, software, mobile, connectivity, and collaboration issues across Windows, macOS, iOS, and Android platforms.
• Support Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools.
• Coordinate with engineering teams and support partners to resolve complex or escalated issues.
• Maintain accurate documentation for executive devices, preferences, support history, known issues, and resolution procedures.
• Create, update, and contribute to SOPs, knowledge articles, service standards, and executive support playbooks.
• Identify service gaps, recommend improvements, and help drive a more proactive, consistent, and mature executive support model.

Desired experience:

• 4 years of desktop support, walk-up support, endpoint support, desktop engineering, EUC, or senior-level end-user support experience.
• Demonstrated experience serving as a technical escalation point for other support professionals .
• Strong understanding of ITSM practices, incident management, request fulfillment, escalation handling, and service documentation.
• Experience using ServiceNow or similar ITSM platforms.
• Familiarity with enterprise endpoint management, remote support tools, VPN, secure access, and device compliance practices.
• Experience partnering with engineering and support teams.
• Industry certifications such as CompTIA, Microsoft, Apple, HDI, ITIL, or similar credentials are preferred.

Technical skills:

• Strong expertise with Windows 11, macOS, iOS, Android, and enterprise mobile device support.
• Advanced troubleshooting skills for laptops, desktops, mobile devices, peripherals, printers, docking stations, displays, and conference room equipment.
• Strong working knowledge of Microsoft 365, Outlook, Exchange, Teams, OneDrive, SharePoint, and enterprise productivity applications.
• Experience with AV and video conferencing technologies, including Microsoft Teams Rooms, Crestron, Poly, conference phones, cameras, microphones, displays, and room control systems.
• Familiarity with MDM and endpoint management platforms such as Microsoft Intune, Workspace ONE, or similar tools.
• Working knowledge of endpoint protection, VPN, Zscaler, secure access tools, remote support platforms, and enterprise network connectivity.
• Ability to troubleshoot Wi-Fi, VPN, authentication, application access, mobile sync, audio/video, and meeting platform issues.
• Ability to document technical procedures, executive preferences, support histories, SOPs, and repeatable resolution steps.
• Ability to proactively identify patterns, recurring issues, and opportunities for service improvement.

Interpersonal and communication skills:

• Exceptional verbal and written communication skills, with the ability to explain technical issues clearly and concisely.
• Strong active listening skills and the ability to quickly understand user needs, concerns, and urgency.
• Dependable, organized, and proactive, with strong follow-through and attention to detail.
• Collaborative approach to working with technical teams, business partners, and leadership stakeholders.
• Ability to prioritize competing demands, manage urgent issues, and maintain service quality in fast-paced environments.
• Strong commitment to confidentiality, professionalism, and trust.

End User Services - Technology Services - Lead Associate

109,000.00 - 142,000.00

JR2733

Qualifications

Active Directory (AD), Active Directory (AD), Amazon Web Services (AWS), Artificial Intelligence (AI), Atlassian JIRA, Authentication Management, Backup and Recovery (Software), Business Insight Skills, Business Process Management Skills, Calendar and Scheduling Tools, Cleaning and Transforming Data, Cloud Technology, Collaborating Cross-Functionally, Communicating in Technical Writing, Communicating Technical Information, Communication, Configuration Management (CM), Conflict Resolution, Coordination, Customer and Market Insights, Customer Relationship Management (CRM), CyberArk, Cybersecurity Analysis, Data Analysis, Data Analysis Interpretation {+ 60 more}

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.

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