End User Services - Technology Engineering - Lead Associate

Company Description

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to modernize the nations housing finance system while being part of an inclusive team using new, emerging technologies. Here, you will help lead our industry forward, enhance your technical expertise, and make your career.

Job Description

Minimum Required Experiences
  • 4 years

Desired Experiences
  • Bachelor's degree or equivalent
  • Experience with creation and maintenance of Operating System Deployment. (OSD) task sequences with Systems Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT)
  • Collaborate with vendors to optimize product performance and functionality
  • Experience with Group Policy processing and troubleshooting across various computing platforms including servers, web servers, desktops etc.
  • Working knowledge of PKI infrastructure
  • Willingness to learn new technologies as required
  • Experience with Application Packaging for both physical and VDI infrastructure solutions

The End User Services - Technology Engineering - Lead Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:
  • Monitor and respond to ticketing system requests for critical or systematic errors in products.
  • Support the team with Identifying errors in products and determining their source.
  • Contribute to the team's work in troubleshooting product errors and developing solutions to fix them while escalating to more experienced staff as needed.
  • Work with other development groups to deploy updates.
  • Install and maintain common technology hardware and software.


  • Apply your advanced skills and knowledge to develop solutions for application design and IT infrastructure components.
  • Understand the end-to-end performance of IT platforms and account for interrelated functionality and processes when developing designs.
  • Establish and maintain policies, guidelines, and standard operating procedures.
  • Monitor performance and capacity metrics for technology solutions and lead the team in addressing identified issues.

Additional Information

  • Advanced skills and abilities with VMWare Horizon, Workspace ONE, VMWare Cloud on Azure, supporting, managing, testing, and implementing Microsoft Windows 10, Microsoft 365, SharePoint, on prem and in the cloud, OneDrive and all other Microsoft Suite applications
  • Provide support for Microsoft Windows, both physical and VMWare DaaS, as well as MacOS
  • Experience identifying measures, or indicators of system performance, and the actions needed to improve or correct performance to achieve desired outcomes
  • Expertise in Troubleshooting end-user issues with their use of desktops and all application interactions
  • Skilled in supporting, controlling, monitoring, and management of large, complex, and sometimes geographically dispersed IT infrastructure and applications in order to optimize IT service delivery
  • Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
  • Proven end user interaction with end users at various levels throughout the organization and able to maintain ticket SLA's for responding to user requests promptly
  • Experience gathering accurate information to explain concepts and answer critical questions
  • Skilled in cloud technologies and cloud computing
  • Communication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.
  • Thrive in a highly regulated and fast paced, changing environment with proven multitasking skills; focus on details and accuracy
  • Working with people with different functional expertise respectfully and cooperatively to work toward a common goal
  • Strong experience working in large enterprise networks

  • 1 - 3 Years' experience working with Microsoft Azure, AWS and publishing desktop images, etc.
  • Experience using Microsoft Windows 10, Office 365
  • Experience working on-prem and in the Cloud
  • Experience administering OneDrive
  • 5+ years' experience with Microsoft enterprise software and platforms
  • Experience administering SharePoint
  • Skilled in Microsoft Suite applications
  • Strong Knowledge with Apple MacOS support and troubleshooting
  • Strong Knowledge working with VMware Workspace ONE, Horizon, and Unified Endpoint Management (UEM/DEM)
  • Significant knowledge in Microsoft Windows Administration, Engineering, and Infrastructure
  • Proficiency in VBScript or Power Shell
  • Familiar working in the Agile model
  • Familiar with Active Directory
  • Familiar with large enterprise networks


The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.

Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.