{"id":1336507,"url":"https://alion.io/job/fannie-mae-lead-technical-support-analyst","title":"Lead Technical Support Analyst","company":{"id":1757751,"name":"Fannie Mae","domain":"fanniemae.com","url":"https://alion.io/company/fanniemae","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":84000,"max_usd":192000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":46},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"CyberArk","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Zscaler","optional":false},{"name":"Incident Management","optional":true},{"name":"ITSM","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-17T00:00:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-09-30T19:47:33Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nJob Description\nAs 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.\nThis 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.\nKey responsibilities include:\nServe as a senior technical escalation point for complex or unfamiliar end-user issues.\nTroubleshoot hardware, software, connectivity, authentication, endpoint, and application issues across Windows, macOS, iOS, and Android.\nDiagnose issues across operating systems, enterprise applications, networking, endpoint management, security tools, and peripherals.\nSupport Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools.\nTroubleshoot development tools, IDEs, command-line utilities, runtimes, plugins, and related technical environments.\nReview logs, error messages, system information, configuration, and command output to identify likely root cause.\nRead and interpret PowerShell, shell, Python, or similar scripts and identify common configuration, permissions, dependency, syntax, or execution issues.\nUse command-line and administrative tools to perform advanced troubleshooting.\nTroubleshoot Wi-Fi, VPN, DNS, TCP/IP, proxy, Zscaler, authentication, certificate, and secure access issues.\nSupport endpoint management and security platforms such as Microsoft Intune, Workspace ONE, Jamf, or similar technologies.\nPartner with endpoint, network, identity, security, application, and infrastructure engineering teams to resolve complex issues.\nProvide engineering teams with meaningful escalation details including logs, reproduction steps, troubleshooting completed, affected systems, and suspected failure domains.\nIdentify recurring issues, trends, and potential broader service problems.\nMentor other support analysts and help strengthen technical troubleshooting practices across the team.\nCreate and maintain SOPs, knowledge articles, troubleshooting guides, and repeatable resolution procedures.\nIdentify opportunities to improve support through automation, better tooling, improved diagnostics, or process changes.\nMaintain accurate ticket documentation and strong ownership through resolution.\nDeliver responsive, professional, and customer-focused support while maintaining strong technical rigor.\nThe 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.\nThis 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.\nDesired experience:\n5+ years of desktop support, walk-up support, endpoint support, desktop engineering, EUC, or senior-level end-user support experience.\nDemonstrated experience serving as a technical escalation point for other support professionals.\nStrong hands-on experience supporting both Windows and macOS environments.\nExperience troubleshooting issues that span operating systems, networking, applications, endpoint management, security, and hardware.\nExperience supporting developers, engineers, power users, or technically advanced user populations is preferred.\nExperience troubleshooting development tools, command-line utilities, IDEs, runtimes, or related technical environments.\nExperience working with endpoint, network, identity, security, application, and infrastructure engineering teams.\nStrong understanding of ITSM practices, incident management, request fulfillment, escalation handling, and technical documentation.\nExperience using ServiceNow or similar ITSM platforms.\nExperience with enterprise endpoint management, remote support, VPN, secure access, and device compliance technologies.\nIndustry certifications such as CompTIA, Microsoft, Apple, Jamf, ITIL, or similar credentials are preferred.\nTechnical Skills\nStrong expertise with Windows 11 and macOS, including operating system troubleshooting, services, processes, logs, permissions, drivers, configuration, user profiles, and system performance.\nStrong working knowledge of Windows administrative tools, Event Viewer, Registry, PowerShell, command-line utilities, and related diagnostic tools.\nStrong working knowledge of macOS Terminal, Console, system logs, profiles, permissions, Keychain, certificates, and managed applications.\nStrong understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, proxy technologies, ports, authentication, and secure connectivity.\nStrong troubleshooting skills for laptops, desktops, mobile devices, peripherals, docking stations, displays, printers, and conference room technologies.\nStrong working knowledge of Microsoft 365, Outlook, Exchange, Teams, OneDrive, SharePoint, and enterprise productivity applications.\nExperience with endpoint management platforms such as Microsoft Intune, Workspace ONE, Jamf, or similar technologies.\nFamiliarity with endpoint protection, Zscaler, VPN, secure access platforms, certificates, remote support, and enterprise authentication technologies.\nAbility to navigate and troubleshoot development tools, IDEs, command-line utilities, plugins, runtimes, and application dependencies.\nAbility to read and interpret PowerShell, shell, Python, or similar scripts and identify common technical issues.\nAbility to review logs, configuration, error messages, and system output to develop and test troubleshooting hypotheses.\nAbility to distinguish endpoint, application, network, identity, security, and backend issues before escalation.\nAbility to document technical procedures, troubleshooting findings, SOPs, and repeatable resolution steps.\nInterpersonal and communication skills:\nStrong customer service skills with the ability to provide a responsive, professional, and high-quality support experience.\nStrong verbal and written communication skills with the ability to explain technical issues clearly to both technical and non-technical users.\nCalm and effective when troubleshooting urgent, unfamiliar, or high-impact issues.\nStrong ownership, follow-through, and attention to detail.\nTechnically curious and comfortable investigating issues without a predefined troubleshooting path.\nCollaborative approach to working with engineering teams, support partners, and business users.\nAbility to prioritize competing demands and maintain service quality in a fast-paced walk-up support environment.\nDemonstrated ability to mentor other analysts and serve as a trusted technical resource.\nStrong commitment to continuous learning, technical excellence, documentation, and service improvement.\nEnd User Services - Technology Services - Lead Associate\n109,000.00 - 142,000.00\nJR2733\nQualifications\nActive 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:\nBachelor's Level Degree (Required)The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.\nFor 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.\nFannie 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.\nThe 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.\nRequisition compensation:\n109000to\n142000","description_format":"text","description_chars":10195,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Residential Real Estate","Continuing Education"],"lifecycle":[{"event":"open","at":"2026-09-27T14:15:40Z"}],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.858,"p_room":0.9,"age_days":14,"expected_fill_days":36,"reasons":["conf:9","velocity","win:mid"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fannie-mae-lead-technical-support-analyst","json_url":"https://alion.io/job/fannie-mae-lead-technical-support-analyst.json","meta":{"generated_at":"2026-10-01T12:55:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4443,"day_limit":5000,"remaining_today":557,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}