Principal Technology Support Analyst

Job Title

Technical Product Support Analyst

Job Description

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.

Additional Information

Hours: Monday - Friday, 8:00AM - 4:30 PM

Locations: 820 Follin Lane, Vienna, VA 22180