Dedicated Support Analyst II

Description

The Dedicated Support Analyst II supports a designated client environment with increasing independence and technical depth. In this role, you will take ownership of more complex support requests, build strong client relationships, and become a trusted day-to-day resource within the client’s operations.

• Resolve service tickets across L1 and moderate L2 complexity
• Troubleshoot unfamiliar issues using documentation, vendor resources, and collaboration
• Escalate advanced issues with detailed documentation
• Identify and flag recurring issues within the client environment

• Serve as a primary support contact for client end users and IT stakeholders
• Provide proactive updates, clear timelines, and consistent follow-through

• Support and guide Analyst I team members
• Contribute to and maintain client-specific documentation and knowledge base

• Maintain accurate time tracking for all tickets
• Follow ticket handling standards and client-specific procedures
• Participate in scheduled on-call rotation

• Demonstrate company values in all client and team interactions
• Take ownership of outcomes and maintain high standards in communication and documentation

• Work setting may vary: in-office, hybrid, remote, or client site
• Must maintain a professional workspace with reliable high-speed internet
• Expected to be fully available during assigned shifts

• 1+ years of experience in IT support, help desk, or technical service delivery
• Working knowledge of:
  • Windows and macOS administration
  • Cloud productivity platforms
  • Basic networking concepts
  • Common business applications
• Strong troubleshooting and problem-solving skills beyond standard procedures
• Excellent written and verbal communication skills
• Consistent documentation quality and ticket management

• Experience in a managed services (MSP) environment
• CompTIA A+, Network+, or equivalent certifications
• Familiarity with RMM tools, PSA platforms, and documentation systems
• Experience in onsite or client-embedded support roles
• Experience supporting cloud-based identity and productivity environments

This role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include:

• CJIS Security Awareness Certification
• CMMC (Cybersecurity Maturity Model Certification)

Certification requirements may evolve based on client needs.

• Ownership of tickets from intake to resolution
• Strong alignment with client workflows and expectations
• High-quality documentation and communication
• Continuous learning and reduced dependency on escalation
• Commitment to client success and team collaboration

This role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment.

Layer Cake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes.

We’ve always believed small businesses deserve enterprise‑level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

• 9 paid holidays; 6 mandated holidays, 3 floating holidays
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• Unlimited weeks PTO
• Eligible for PTO, 401k, benefits, you are a full‑time employee

Please be advised we, Layer Cake, participate in E-Verify.