Technology Support Analyst (Desktop Support)

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.

To organize, facilitate, and coordinate medium- to large-scale technology and field deployment initiatives from inception through implementation under the direction of a Project/Program Manager or management. The position provides full lifecycle project coordination and technical implementation support across multiple concurrent projects, including project planning, resource and vendor coordination, risk and change management, installation readiness, equipment deployment, documentation, and post-installation reporting. The role applies working knowledge of enterprise hardware, software, network infrastructure, business processes, and project management methodologies to support successful, timely, and high-quality project outcomes while maintaining effective relationships with internal partners, leadership, and external service providers.

• Coordinate the full lifecycle of medium- to large-scale technology and field deployment projects, including requirements, scope, planning, scheduling, budgeting, resource allocation, communications, implementation, operational transition, and closeout.
• Establish and coordinate cross-functional project teams while maintaining effective relationships with team members, management, business partners, key stakeholders, vendors, contractors, and Managed Service Providers.
• Manage project resources, assigned tasks, vendor activities, milestones, deadlines, dependencies, deliverables, and quality requirements to support timely and successful implementation.
• Monitor project performance and administer risk, issue, decision, dependency, and change management processes; evaluate impacts, recommend corrective actions, and escalate concerns when appropriate.
• Facilitate project meetings and governance activities; document requirements, decisions, action items, audit findings, and status updates, and prepare implementation and post-installation reports for management and senior leadership.
• Coordinate, perform, or validate the installation, configuration, testing, implementation, maintenance, repair, and replacement of applicable workstations, printers, cabling, network equipment, servers, and related technology components.
• Diagnose implementation and operational issues through technical analysis of enterprise hardware and software; coordinate resolution, validate results, and maintain accurate troubleshooting and support documentation.
• Develop and maintain operating procedures, installation standards, configuration records, training materials, and technical documentation for project, equipment, and administrative activities.
• Maintain accurate inventory, configuration, maintenance, and lifecycle records for systems, equipment, and components, ensuring required updates and scheduled activities are completed.
• Train team members and peers on project, installation, technical, and operational procedures, and recommend improvements based on audits, performance results, lessons learned, and service-delivery needs.
• Perform other related duties as assigned.

• Working knowledge of project and program management processes, methodologies, and lifecycle practices.
• Experience coordinating medium- to large-scale projects involving cross-functional teams, technical resources, vendors, and multiple stakeholders.
• Experience developing and maintaining project scope, plans, schedules, budgets, communications, status reporting, and implementation documentation.
• Ability to manage multiple projects, workstreams, priorities, dependencies, deadlines, and deliverables simultaneously with a high degree of accuracy.
• Working knowledge of enterprise hardware, software, workstations, printers, cabling, networking equipment, servers, and related IT terminology.
• Experience diagnosing technical issues, supporting equipment installation and configuration, documenting results, and coordinating troubleshooting or remediation activities.
• Experience maintaining equipment inventory, configuration, maintenance, repair, replacement, or lifecycle records.
• Ability to build productive relationships and communicate effectively with technical and non-technical team members, management, business partners, vendors, and external service providers.
• Experience preparing management reports, post-installation summaries, audit findings, and presentations for groups of various sizes.
• Experience developing operating procedures, reference materials, and training for technical or project-related processes.
• Effective research, analytical, process-mapping, problem-solving, decision-making, and sound judgment skills.
• Advanced organizational, planning, time-management, verbal communication, written communication, and PC software skills.
• Ability to work independently with moderate latitude while collaborating effectively in a team environment.
• Ability to interpret, apply, and explain written and verbal policies, procedures, technical requirements, and instructions in English.

Desired Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience coordinating enterprise technology deployments, infrastructure installations, or similar multi-site implementation work.
• Experience using ServiceNow or a comparable IT service management platform to manage work orders, implementation tasks, incidents, requests, changes, or field service activities.
• Experience coordinating or dispatching Managed Service Providers, vendors, contractors, or field service resources.
• Familiarity with equipment lifecycle management, inventory controls, service-level expectations, and vendor performance tracking.

• Working knowledge of Navy Federal products, services, programs, policies, and procedures.

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM (Some after-hours support and travel are required)

Location:

• 820 Follin Lane, Vienna, VA 22180