Senior End-User Tech Support Lead

Fannie Mae; Reston (VA); On-site; USD 109,000 - 142,000; Full time

Job summary

Fannie Mae in Reston, VA seeks a Lead Technical Support Analyst to serve as a senior technical resource in a fast-paced end-user support environment. You will troubleshoot across Windows, macOS, iOS, and Android, support Microsoft 365 tools, and partner with engineering teams to resolve complex issues.

The role emphasizes strong ownership, customer focus, and the ability to investigate unfamiliar problems, mentoring others, and creating SOPs and knowledge articles.

Qualifications

• 5+ years of desktop support, walk-up support, endpoint support, desktop engineering, EUC, or senior end-user support experience.
• Demonstrated experience serving as a technical escalation point for other support professionals.
• Strong experience with Windows and macOS environments.

Responsibilities

• Serve as a senior technical escalation point for complex end-user issues.
• Troubleshoot hardware, software, connectivity, authentication, and application issues across Windows/macOS/iOS/Android.
• Support Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools.
• Review logs and system information to identify likely root cause.
• Mentor other support analysts and help strengthen troubleshooting practices.

Education

Bachelor's Level Degree (Required)

Job description

Fannie Mae in Reston, VA seeks a Lead Technical Support Analyst to serve as a senior technical resource in a fast-paced end-user support environment. You will troubleshoot across Windows, macOS, iOS, and Android, support Microsoft 365 tools, and partner with engineering teams to resolve complex issues.

The role emphasizes strong ownership, customer focus, and the ability to investigate unfamiliar problems, mentoring others, and creating SOPs and knowledge articles.