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, dependenc