Senior Hybrid IT Support and Systems Escalation Specialist

Delta Dental of Michigan; Okemos (MI); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Delta Dental of Michigan, Ohio, and Indiana seeks a Senior TAC Analyst in Okemos, MI to provide escalated support for user-facing hardware and software. Hybrid work arrangements enable effective service delivery and collaboration with IT colleagues.

The role requires deep knowledge of end-user systems, desktop virtualization, and enterprise support practices, with opportunities to mentor others and drive improvements in incident management and documentation.

Qualifications

• Bachelor's degree in IT or related field and 3 years of experience in personal computing systems support, helpdesk operations, development, or training
• Two beginner tier certifications are required or must obtain them within 12 months
• Intermediate Microsoft, CompTIA, or HDI or other support certification is preferred (examples: Server +, Network+, HDI DSM, HDI SCM, MCSA)
• Strong customer service skills, knowledge of end user hardware and software support, desktop virtualization, operating systems, and enterprise support methodology

Responsibilities

• Troubleshoot complex issues unresolved at lower levels and document resolutions for the Knowledge Base
• Review knowledge base submissions for accuracy and updates
• Liaise with other support teams and cross-functional task forces for incidents
• Serve as Subject Matter Expert for back-end systems (antivirus, encryption, MDM, VMWare, client management software, group policies, workstation patching, desktop and software virtualization)
• Provide escalation support and mentor junior team members
• Provide trend analysis of incidents and severities; research improvements or self-service automation
• Review Change Management requests and represent the team at Change Approval Board meetings
• Coordinate project activities at a tactical level
• Perform other duties as assigned

Skills

Customer service

End user hardware

Desktop virtualization

Operating systems

Enterprise support methodology

Education

Bachelor's degree in IT

Server+

Network+

HDI DSM

HDI SCM

MCSA

Job description

Delta Dental of Michigan, Ohio, and Indiana seeks a Senior TAC Analyst in Okemos, MI to provide escalated support for user-facing hardware and software. Hybrid work arrangements enable effective service delivery and collaboration with IT colleagues.

The role requires deep knowledge of end-user systems, desktop virtualization, and enterprise support practices, with opportunities to mentor others and drive improvements in incident management and documentation.