Associate TAC Analyst

Delta Dental of Michigan • Okemos, MI

4d • Hybrid

About The Position

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. To provide front-line phone based and in-person technical assistance with all user facing systems and equipment.

Requirements

• Position requires an associate’s degree with relevant course work in computer science or a related field and two years of experience in personal computer system support, development, or training.
• Will accept any suitable combination of education, training, or experience.
• Position requires strong customer service skills, basic knowledge of operating systems in general, solid working knowledge of current Windows operating system versions, and MacOS, iOS, Android , MS Office, and Helpdesk procedures; ability to analyze and resolve problems, use independent judgment, and communicate effectively with internal and external contacts; ability to work with cross-functional job responsibilities; and the flexibility of working overtime.

Nice To Haves

• An A+, IT Fundamentals, HDI or other PC / Helpdesk beginner level certification preferred.

Responsibilities

• Provides initial in-depth contact and technical support for user base, and our user facing hardware and software technologies.
• Troubleshoot issues, utilizing documentation and knowledgebase, internal TAC automation tools, remote tools, and support utilities to resolve as much as possible on first call.
• Prioritization and initial fact finding for requests and incidents submitted to the Technical Assistance Center that require the attention of other ISS teams.
• Quickly and effectively provide initial communication with customers within the set SLA.
• Supports installation and configuration of software.
• Provision and provide user training for mobile devices, and end user equipment / systems.
• Creates / updates documentation for common tasks / processes.
• Escalation of complex troubleshooting tasks to more senior peers or other teams after detailing troubleshooting and information gathered in the Service ticket.
• Assist the Onsite Support team and maintain compliance with asset inventory policies on technology.
• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree