Senior IT Support Analyst

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. Primary Responsibilities Help Desk & User Support

• 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.

Security & Compliance

• 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.

Network Infrastructure

• Monitor network performance

• Maintain network documentation, including topology maps, configurations, and change logs.

• Assist with network upgrades, patching, and hardware and software lifecycle management.

Reporting & Collaboration

• 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.

Do you have experience in Triage?, Do you have a Bachelor’s degree?, * Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)

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

Key Competencies

• 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

Pulled from the full job description

• Health insurance
• 401(k) matching
• Dental insurance
• Paid holidays

Excellence. Pride. Integrity. Compassion. Trust. Are you ready to plant your career in a place where words like these serve as the foundation for doing business every day? At Michigan Sugar, our purpose is Making Life Sweeter, and our mission is Creating Growth and Opportunity., NOTE: The above statements are intended to describe the general nature and level of work being performed by staff assigned to this position. The above statements are not to be construed as an exhaustive list of all responsibilities, duties and skills that may be required. All staff may be required to perform duties outside their normal responsibilities as needed. Michigan Sugar Company offers competitive salary, opportunity for professional growth, and provides excellent medical insurance 100% company paid. A comprehensive benefits package includes: dental and life insurances, 401k match, paid holidays, vacation, sick leave and more. To learn more visit www.michigansugar.com. Michigan Sugar Company was founded in 1906 when six smaller sugar companies merged their operations. In 2002, Michigan Sugar Company became a grower-owned cooperative and in 2004, it merged with Monitor Sugar Company to form the company that exists today. Michigan Sugar Company is headquartered in Bay City and has sugarbeet processing facilities in Bay City, Caro, Croswell and Sebewaing, Michigan. Its nearly 900 grower-owners plant and harvest up to 160,000 acres of sugarbeets each year in 20 Michigan counties, as well as Ontario, Canada. Those beets are sliced at the factories and turned into about 1.3 billion pounds of sugar annually. That sugar is sold to industrial, commercial and retail customers under the Pioneer and Big Chief brands. Michigan Sugar Company has 930 year-round employees and an additional 1,100 seasonal workers. It is the No. 1 employer in Huron County, the No. 2 employer in Bay and Sanilac counties and the No. 3 employer in Tuscola County. The company’s annual payroll is more than $65 million and its annual local economic impact is about $500 million. Michigan Sugar Company is the third largest of nine sugarbeet processing companies in the United States and Michigan is one of 11 states where sugarbeets are grown in the country. Michigan Sugar Company is an Equal Opportunity Employer

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