Senior IT Support & Escalation Analyst

Delta-Dental; Okemos (MI); Hybrid; USD 70,000 - 95,000; Full time

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-facing hardware and software, assists with cross-team incidents, and serves as SME for back-end systems including VMware, MDM, and group policies.

Applicants should hold a bachelor’s degree in IT or related field, 3 years in IT support or related work, and beginner certifications with room to obtain more advanced ones within 12 months.

Qualifications

• Bachelor's degree in IT or related field and 3 years of experience in IT support, helpdesk, development, or training.
• Two beginner tier certifications required or must obtain within 12 months; intermediate certifications preferred.

Responsibilities

• Troubleshoot complex issues not resolved 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 requiring multiple teams.
• Serve as Subject Matter Expert for back-end systems including antivirus, encryption, MDM, VMware, client management software, group policies, workstation patching, desktop virtualization, and software virtualization.
• Provide escalation point for unresolved incidents and mentor junior team members.
• Provide trend analysis of incidents and severities; research improvements or self-service automation.
• Review Change Management requests and participate in Change Advisory Board meetings; implement changes.
• Coordinate project activities at a tactical level and perform other duties as assigned.

Skills

Customer service

Problem solving

Independent work

Communication

Education

Bachelor's degree in IT or related field

Tools

VMware

MDM

Group policies

Desktop virtualization

Antivirus

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-facing hardware and software, assists with cross-team incidents, and serves as SME for back-end systems including VMware, MDM, and group policies.

Applicants should hold a bachelor’s degree in IT or related field, 3 years in IT support or related work, and beginner certifications with room to obtain more advanced ones within 12 months.