Senior IT Support Analyst

Michigan Sugar•Bay City, MI

1d•Hybrid

About The Position

Michigan Sugar Company has an immediate full-time opportunity for a Senior IT Support Analyst, located at the Bay City Corporate Office. The Sr. IT Support Analyst will serve as the go-to escalation point for help desk tickets, delivering fast, effective resolutions to user issues while playing a key role in strengthening day-to-day network operations and driving continuous improvement. This role is centered on keeping employees productive through dependable, high-performing technology support. Key responsibilities include diagnosing and resolving issues across hardware, operating systems, Microsoft Office, and business-critical applications, while providing hands-on assistance that users can rely on. The position also requires regular travel between locations to ensure consistent, high-quality IT support for users across multiple sites.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)
5–8+ years of IT support or help desk experience in a professional environment
Hands-on experience supporting multi-site environments
Strong background in network troubleshooting (DNS, DHCP, connectivity, access controls)
Experience with endpoint deployment, imaging, and lifecycle management (Dell preferred)
Familiarity with ticketing systems and service management processes
Thrives in hands-on technical environments.
Comfortable multi-tasking, working under pressure
Efficient ticket prioritization, escalation, and resolution management
Leads by example in professionalism and accountability
Adapts to changing environments and business needs
Balances on-site support, remote troubleshooting, and strategic tasks

Nice To Haves

Relevant certifications preferred: CompTIA Network+, Security+, or A+
Microsoft (M365, Azure, Windows)
ITIL Foundation
Firewall/security certifications are a plus

Responsibilities

Provide on-call and escalation-level support.
Respond promptly and effectively to help desk tickets involving network and connectivity issues.
Troubleshoot complex technical issues involving DNS, DHCP, and access controls.
Provide hands-on support for desktops, printers, and peripherals.
Work with the IT team to improve ticket triage and resolution processes.
Help users resolve routine issues with printers, phones, and network shares to support productivity.
Image, deploy, and maintain Dell desktop and laptop systems.
Keep workstations current with operating system and Microsoft Office patches.
Implement and monitor network security controls, including firewalls, antivirus tools, and intrusion detection systems.
Ensure compliance with internal IT policies and external regulations to protect data.
Support disaster recovery planning and data backup procedures to maintain business continuity.
Monitor network performance.
Maintain network documentation, including topology maps, configurations, and change logs.
Assist with network upgrades, patching, and hardware and software lifecycle management.
Track and report on network health, ticket resolution metrics, and user satisfaction to identify improvement opportunities.
Partner with IT leadership to align network operations with business goals.
Maintain current technical knowledge through training, professional reading, and evaluation of emerging technologies that could benefit the organization.