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

As a Lead Technical Support Analyst, you will serve as a senior technical resource within a fast-paced, high-touch end-user support environment. You will troubleshoot a wide range of complex issues across endpoint platforms, enterprise applications, connectivity, development tools, security technologies, peripherals, and collaboration platforms.

This role requires strong technical breadth, curiosity, and ownership. You will be expected to provide an excellent customer experience while also serving as a go-to technical resource for the support team. The strongest candidates are comfortable with unfamiliar issues, know how to investigate systematically, and can work effectively with engineering teams when deeper expertise is required.

Key responsibilities include:

• Serve as a senior technical escalation point for complex or unfamiliar end-user issues.
• Troubleshoot hardware, software, connectivity, authentication, endpoint, and application issues across Windows, macOS, iOS, and Android.
• Diagnose issues across operating systems, enterprise applications, networking, endpoint management, security tools, and peripherals.
• Support Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools.
• Troubleshoot development tools, IDEs, command-line utilities, runtimes, plugins, and related technical environments.
• Review logs, error messages, system information, configuration, and command output to identify likely root cause.
• Read and interpret PowerShell, shell, Python, or similar scripts and identify common configuration, permissions, dependency, syntax, or execution issues.
• Use command-line and administrative tools to perform advanced troubleshooting.
• Troubleshoot Wi-Fi, VPN, DNS, TCP/IP, proxy, Zscaler, authentication, certificate, and secure access issues.
• Support endpoint management and security platforms such as Microsoft Intune, Workspace ONE, Jamf, or similar technologies.
• Partner with endpoint, network, identity, security, application, and infrastructure engineering teams to resolve complex issues.
• Provide engineering teams with meaningful escalation details including logs, reproduction steps, troubleshooting completed, affected systems, and suspected failure domains.
• Identify recurring issues, trends, and potential broader service problems.
• Mentor other support analysts and help strengthen technical troubleshooting practices across the team.
• Create and maintain SOPs, knowledge articles, troubleshooting guides, and repeatable resolution procedures.
• Identify opportunities to improve support through automation, better tooling, improved diagnostics, or process changes.
• Maintain accurate ticket documentation and strong ownership through resolution.
• Deliver responsive, professional, and customer-focused support while maintaining strong technical rigor.

The ideal candidate brings strong technical troubleshooting skills, broad knowledge across multiple technology domains, and the ability to operate effectively in a customer-facing support environment.

This person should be comfortable receiving issues that may not have an obvious owner or documented resolution path. They should know how to investigate systematically, narrow down where a failure is occurring, gather technical evidence, and determine whether the issue can be resolved directly or requires engagement from an engineering team.

Desired experience:

• 5+ 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 hands-on experience supporting both Windows and macOS environments.
• Experience troubleshooting issues that span operating systems, networking, applications, endpoint management, security, and hardware.
• Experience supporting developers, engineers, power users, or technically advanced user populations is preferred.
• Experience troubleshooting development tools, command-line utilities, IDEs, runtimes, or related technical environments.
• Experience working with endpoint, network, identity, security, application, and infrastructure engineering teams.
• Strong understanding of ITSM practices, incident management, request fulfillment, escalation handling, and technical documentation.
• Experience using ServiceNow or similar ITSM platforms.
• Experience with enterprise endpoint management, remote support, VPN, secure access, and device compliance technologies.
• Industry certifications such as CompTIA, Microsoft, Apple, Jamf, ITIL, or similar credentials are preferred.

Technical Skills

• Strong expertise with Windows 11 and macOS, including operating system troubleshooting, services, processes, logs, permissions, drivers, configuration, user profiles, and system performance.
• Strong working knowledge of Windows administrative tools, Event Viewer, Registry, PowerShell, command-line utilities, and related diagnostic tools.
• Strong working knowledge of macOS Terminal, Console, system logs, profiles, permissions, Keychain, certificates, and managed applications.
• Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, proxy technologies, ports, authentication, and secure connectivity.
• Strong troubleshooting skills for laptops, desktops, mobile devices, peripherals, docking stations, displays, printers, and conference room technologies.
• Strong working knowledge of Microsoft 365, Outlook, Exchange, Teams, OneDrive, SharePoint, and enterprise productivity applications.
• Experience with endpoint management platforms such as Microsoft Intune, Workspace ONE, Jamf, or similar technologies.
• Familiarity with endpoint protection, Zscaler, VPN, secure access platforms, certificates, remote support, and enterprise authentication technologies.
• Ability to navigate and troubleshoot development tools, IDEs, command-line utilities, plugins, runtimes, and application dependencies.
• Ability to read and interpret PowerShell, shell, Python, or similar scripts and identify common technical issues.
• Ability to review logs, configuration, error messages, and system output to develop and test troubleshooting hypotheses.
• Ability to distinguish endpoint, application, network, identity, security, and backend issues before escalation.
• Ability to document technical procedures, troubleshooting findings, SOPs, and repeatable resolution steps.

Interpersonal and communication skills:

• Strong customer service skills with the ability to provide a responsive, professional, and high-quality support experience.
• Strong verbal and written communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
• Calm and effective when troubleshooting urgent, unfamiliar, or high-impact issues.
• Strong ownership, follow-through, and attention to detail.
• Technically curious and comfortable investigating issues without a predefined troubleshooting path.
• Collaborative approach to working with engineering teams, support partners, and business users.
• Ability to prioritize competing demands and maintain service quality in a fast-paced walk-up support environment.
• Demonstrated ability to mentor other analysts and serve as a trusted technical resource.
• Strong commitment to continuous learning, technical excellence, documentation, and service improvement.

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.

Requisition compensation:

109000

to

142000