Senior TAC Analyst

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. #LI-Hybrid 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. 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.