Principal Technology Support Analyst
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.
About the role
Responsible for providing technical subject matter expertise for an assigned area or team of technical support staff, delivering complex operational support. May support staff and serve as an escalation point for respective service areas. This role resolves moderately diverse tasks with more complexity under indirect supervision. At the expert level, the analyst leads strategic systems analysis and initiatives while providing technical leadership across projects.
Responsibilities
- Provide elevated technical support to users or development teams for complex matters.
- Develop and maintain accurate training and reference documentation.
- Guide and mentor a team of technical support staff 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 a business area/specialization with understanding of interrelationships of different disciplines.
- Specialized knowledge and expert understanding of the 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 in troubleshooting and resolving technical problems.
- Expert skill in presenting findings, conclusions, alternatives, and information clearly and concisely.
Schedule
Monday - Friday, 8:00 AM - 4:30 PM
Location
820 Follin Lane, Vienna, VA 22180
About Us
Navy Federal provides 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.
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