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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Analyst - **Company:** Michigan Sugar Company - **Location:** Bay City, MI, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Lifecycle Management, Microsoft Azure, Backup Devices, CompTIA Network+, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Disaster Recovery, Domain Name System (DNS), Issue Tracking Systems, IT Management, Intrusion Detection Systems, Network Troubleshooting, Microsoft Office, Network Architecture, Network Monitoring, Computer Network Operations, Office365, Software Troubleshooting, Peripherals, Firewalls (Computer Science), Information Technology - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=459448b522ae2fe2 ## About the Role 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 ## Description 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. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)