Dedicated Support Analyst III

Description

Dedicated Support Analyst III
Location: Detroit, MI

Layer Cake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

• Resolve assigned service tickets across L1 and moderate L2 complexity.
• Work through unfamiliar issues methodically using available documentation, vendor resources, and peer collaboration before escalating.
• Escalate issues that exceed current capabilities with thorough documentation.
• Identify recurring issues within the client environment and flag patterns.

• Serve as a recognized day-to-day support contact for client end users and IT stakeholders.
• Manage client expectations through proactive updates, clear timelines, and follow-through on commitments.

• Support Analyst I team members within the engagement by answering questions and providing guidance.
• Model strong documentation practices.
• Contribute to the client-specific knowledge base.

• Maintain accurate time entries on every ticket.
• Follow ticket handling standards and client-specific procedures.
• Participate in the on-call rotation as scheduled.

• 1+ years of experience in IT support, help desk, or a technical service delivery role.
• Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications.
• Demonstrated ability to troubleshoot beyond runbooks using logical problem-solving and available resources.
• Strong written and verbal communication skills.
• Consistent track record of documentation quality and ticket hygiene.

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

• The position may be in-office, hybrid, fully remote, or onsite at the client’s location depending on the engagement structure.
• A professional work environment with reliable high-speed internet connectivity is required.
• Shifts are assigned based on regional coverage needs and may include staggered start times.
• The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods.
• Participation in an on-call rotation is expected.
• Travel is not a primary function of this role.

Layer Cake serves clients in regulated industries that require personnel to hold specific compliance certifications before accessing their environments. Familiarity with the following compliance frameworks is expected:

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

Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as Layer Cake's client portfolio expands into additional regulated industries.

• Lead with Ownership: Own every ticket from intake to resolution, follow through on commitments, and take accountability for outcomes.
• Aligned Partnership: Adapt to the client’s working style and culture while maintaining Layer Cake’s standards.
• You Win, We Win: Treat the client’s success as personal success.
• Elevated Standards: Maintain high documentation quality,…