Senior IT Support Escalation Analyst (Hybrid)

Delta Dental of Michigan; Michigan; Hybrid; USD 85,000 - 110,000; Full time

Job summary

Delta Dental of Michigan, Ohio, and Indiana is hiring a Senior TAC Analyst in Okemos, MI. This hybrid role provides escalated support for user-facing hardware and software, troubleshooting complex issues, and maintaining knowledge base documentation.

The position emphasizes collaboration with multiple teams, mentoring junior staff, and driving process improvements through incident analysis and automation where applicable.

Qualifications

• Bachelor’s degree in an IT-related field and 3+ years in personal computing systems support, helpdesk, development, or training.
• Two beginner level certifications are required or must be obtained within 12 months.
• Intermediate certs such as Server+, Network+, or HDI DSM/SCM are preferred.

Responsibilities

• Troubleshoot complex issues and document resolutions for the Knowledge Base.
• Review and update knowledge base submissions for accuracy.
• Coordinate with other support teams and cross‑functional groups on incidents.
• Serve as Subject Matter Expert for back-end systems (antivirus, encryption, MDM, VMware, client management software, policies).
• Provide escalation for unresolved issues and mentor junior agents.

Skills

Troubleshooting

Incident analysis

Mentoring

Cross-functional collaboration

Documentation

Education

Bachelor’s degree in IT/related field

Tools

VMware

MDM

Group policies

Desktop virtualization

Software virtualization

Antivirus

Encryption

Job description

Delta Dental of Michigan, Ohio, and Indiana is hiring a Senior TAC Analyst in Okemos, MI. This hybrid role provides escalated support for user-facing hardware and software, troubleshooting complex issues, and maintaining knowledge base documentation.

The position emphasizes collaboration with multiple teams, mentoring junior staff, and driving process improvements through incident analysis and automation where applicable.