Lead Technical Support Analyst

Fannie Mae • Reston, VA

1d • Onsite

About The Position

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.

Requirements

• 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.
• 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.
• 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.
• Bachelor's Level Degree (Required)

Nice To Haves

• Industry certifications such as CompTIA, Microsoft, Apple, HDI, ITIL, or similar credentials are preferred.

Responsibilities

• 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.

Benefits

• 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.
• Eligible to participate in a Fannie Mae incentive program (subject to the terms of the program).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level