Hiring: Lead Technical Support Analyst Company: Fannie Mae Location: Reston, VA Job Posted Time: 2026-09-10 12:18:12 Employment Type: Remote Target Skills & Keywords : AI, AWS, Android, Configuration Management, CyberArk, DNS, Jira, PowerShell, Python, ServiceNow, Shell, TCP/IP, VPN, iOS, macOS About the job 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. •In-depth knowledge of ITSM practices, incident management, request fulfillment, escalation handling, and technical documentation. Required Skills: •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. •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. Qualifications: •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. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!