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

109000.00 - 142000.00

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:

Bachelors Level Degree (Required)

The future is what you make it to be. Discover compelling opportunities at most roles employees are expected to work onsite on a regular basis at their designated office -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 employees physical mental emotional and financial well-being. See more here.

Requisition compensation:

109000

to

142000