Principal Technology Support Analyst

Navy Federal Credit Union; Vienna (VA); On-site; USD 110,000 - 140,000; Full time

Job summary

Navy Federal Credit Union in Vienna, VA is seeking a senior IT analyst to provide expert technical support, lead strategic systems analysis, and mentor technical staff. This role requires strong problem-solving, communication, and organizational skills to deliver complex solutions across projects and initiatives.

The individual will lead escalation efforts, collaborate with stakeholders, and drive improvements in IT operations, reliability, and performance, while aligning with Navy Federal's

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 7+ years of experience in systems analysis or IT/business support.
• Subject matter expert within business area with understanding of interrelationships of different disciplines.
• Specialized knowledge and expert understanding of information technology field.
• Specialized understanding of enterprise systems, terminal knowledge, and IT terminology.
• Extensive experience in IT operations performance, reliability, and availability metrics.
• Ability to work independently and collaboratively in a team environment and communicate effectively with stakeholders.
• Expert research, analytical, and problem solving skills.

Responsibilities

• Provide elevated technical support to users or development staff for complex matters.
• Develop and maintain accurate training and reference documentation.
• Guide and mentor a team of technical support staff, ensuring they are well-equipped to resolve customer inquiries effectively and efficiently.
• Create and implement effective solutions for customers and staff.
• Anticipate, develop, and maintain support documentation and procedures.
• Lead in-depth root cause analysis and troubleshooting.
• Lead teams and task groups for projects and initiatives of large scope and impact.
• Perform other related duties as assigned.

Skills

Problem solving

Communication

Organizational skills

Mentoring

Technical leadership

Root cause analysis

Troubleshooting

Team leadership

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Job description

Overview

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Responsible for providing technical subject matter expertise for an assigned area or team of technical support staff, providing complex operational support. May support staff and serve as escalation point for respective service areas. Responsible for resolving moderately diverse tasks with more complexity under indirect supervision. Key responsibilities include providing escalated support and solutions to complex requests. This role requires strong problem-solving, communication, and organizational skills. At the expert level, the analyst is responsible for leading strategic systems analysis and initiatives and providing technical leadership across projects.

Responsibilities

• Provide elevated technical support to users or development for technical support staff for complex matters.


• Develop and maintain accurate training and reference documentation.


• Guide and mentor a team of technical support staff, ensuring they are well-equipped to resolve customer inquiries effectively and efficiently.


• Create and implement effective solutions for customers and staff.


• Anticipate, develop, and maintain support documentation and procedures.


• Lead in-depth root cause analysis and troubleshooting.


• Lead teams and task groups for projects and initiatives of large scope and impact.


• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.


• 7+ years of experience in systems analysis or IT/business support


• Subject matter expert within business area/specialization with understanding of interrelationships of different disciplines


• Specialized knowledge and expert understanding of information technology field.


• Specialized understanding of enterprise systems, terminal knowledge, and IT terminology.


• Extensive experience in IT operations performance, reliability, and availability metrics.


• Ability to work independently and collaboratively in a team environment and communicate effectively with stakeholders.


• Expert research, analytical, and problem solving skills.


• Strong organizational, planning, and time management skills.


• Expert skill troubleshooting and resolving technical problems.


• Expert skill presenting findings, conclusions, alternatives and information clearly and concisely.

Hours

• Monday - Friday, 8:00AM - 4:30 PM

Locations

• 820 Follin Lane, Vienna, VA 22180

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• FORTUNE 100 Best Companies to Work For® 2026


• Yello and WayUp Top 100 Internship Programs 2025


• Computerworld® Best Places to Work in IT 2026


• Most Loved Workplace – America’s Top Most Loved Workplaces® 2025


• 2025 PEOPLE® Companies That Care


• Newsweek Most Trustworthy Companies in America 2026


• Military Times 2025 Best for Vets Employers


• Forbes® 2026 America's Best Large Employers


• Forbes® 2025 America's Best Employers for New Grads


• Forbes® 2025 America's Best Employers for Tech Workers


• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence


• Military.com Top Military Spouse Employers 2025


• 2026 Handshake Early Talent Award


• Newsweek America’s Greatest Workplaces for Culture, Belonging and Community 2026

From Fortune Magazine. © 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations

If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.