Senior IT Escalation Engineer (Hybrid)

Delta Dental Plan of Michigan, Inc.; Okemos (MI); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) plan with company match

Tuition reimbursement

Paid volunteer time

On-site health coach

Job summary

Delta Dental of Michigan, Ohio, and Indiana is seeking a Senior TAC Analyst in Okemos, MI. The role provides escalated support for user hardware and software, including antivirus, encryption, MDM, and virtualization technologies. You will document resolutions, mentor others, and analyze incident trends.

Ideal candidates have a bachelor’s in IT, 3+ years in IT support, and certifications. The position is hybrid, offering comprehensive benefits and opportunities to impact internal IT operations.

Qualifications

• Requires a bachelor’s degree in an IT-related field and 3 years in IT support or related roles.
• Two beginner certifications required or obtainable within 12 months; mid-level certifications preferred.
• Strong customer service and end-user hardware/software knowledge; able to work independently.

Responsibilities

• Provide escalated support for users and hardware/software technologies.
• Troubleshoot complex issues and document resolutions for knowledge base.
• Serve as liaison with other teams and lead cross-team incident efforts.
• Mentor junior staff and perform trend analysis of incidents.
• Review and contribute to change management and project-related work.

Skills

Customer service

Hardware support

Software support

Desktop virtualization

Operating systems

Enterprise support

Education

Bachelor's degree in IT

Beginner IT certifications

Tools

Antivirus

Encryption

MDM

VMware

Group Policies

Desktop patching

Job description

Delta Dental of Michigan, Ohio, and Indiana is seeking a Senior TAC Analyst in Okemos, MI. The role provides escalated support for user hardware and software, including antivirus, encryption, MDM, and virtualization technologies. You will document resolutions, mentor others, and analyze incident trends.

Ideal candidates have a bachelor’s in IT, 3+ years in IT support, and certifications. The position is hybrid, offering comprehensive benefits and opportunities to impact internal IT operations.