Principal Technology Support Analyst

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., * 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.

• 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.

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