Senior TAC Analyst

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

Job Title: Senior TAC Analyst Number of Positions: 1 Location: Okemos, MI Location Specifics: Hybrid Position Job Summary: At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community.

Position Description:

Provides escalated support and follow-up for our user base and our user facing hardware and software technologies.

Primary Job Responsibilities:

Troubleshoot complex issues unable to be resolved at lower levels, creating documentation of problem resolution for addition to the Knowledge Base. Reviews knowledge base submissions for accuracy and updates as needed. Acts as a liaison with other support teams, business units, and works on cross teams task forces for incidents that require multiple team efforts. Subject Matter Expert for back-end systems including but not limited to antivirus, encryption, MDM, VMWare, client management software, group policies, workstation patching operations, desktop virtualization, and software virtualization. Provides an escalation point for issues unable to be resolved by the initial investigating agents. Provides feedback to the first contact agent on resolution and troubleshooting tactics and acts as mentor to junior team members. Provides trend analysis of incidents and their severities. Researches areas for improvement, or self service automation. Peer reviews Change Management requests, attends Change Approval Board meetings to represent their Change Requests, implements Changes in accordance with documented process. Performs project related work and coordinates project activities at a tactical level. Performs other duties as assigned. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Requirements:

Position requires completion of a bachelor’s degree in an IT 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 from entering the position. An intermediate Microsoft, CompTIA, or HDI or other support certification is preferred (examples: Server +, Network+, HDI DSM, HDI SCM, MCSA). Will accept any suitable combination of education, training, or experience. Position requires strong customer service skills, an in-depth knowledge of modern end user hardware and software technology support, desktop virtualization, operating systems, and enterprise support methodology. Ability to work independently, exercise good judgement, and communicate effectively with both technical and non-technical people is a must. The ability to analyze and solve problems in a timely fashion. Able to be flexible and thrive in a fast paced and active work environment.#LI-Hybrid

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.

Delta Dental of Michigan, Ohio, and Indiana has been a dental benefits leader for more than 60 years, and today with our affiliates, we are one of the largest dental plan administrators in the country. It’s our mission to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by making investments that build healthy, smart, vibrant communities. We celebrate diverse thought and foster a culture where employees go All In – for the company, themselves, their colleagues and their communities.

Employees are offered a comprehensive benefits package that includes medical, dental and vision coverage, short- and long-term disability, life insurance, 401(k) savings plans, flexible spending accounts, and tuition reimbursement or educational assistance. Employees are also eligible for annual incentive compensation based on annual business goals. Additionally, employees receive eight hours of paid volunteer time each year, access to an on-staff health coach and personal trainer, plus many other perks.

Delta Dental is an Equal Opportunity Employer.