Dedicated Support Analyst

Dedicated Support Analyst I

Location:

Mason, OH, 45040

The Dedicated Support Analyst I provides onsite technical support to a specific client as part of an embedded staffing engagement. This role represents Layer Cake daily while resolving day-to-day technical issues and building trusted client relationships.

• Resolve assigned tickets using runbooks, knowledge base articles, and client documentation
• Handle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)
• Escalate issues beyond current capability with clear documentation and context

• Uphold Layer Cake's core values in every client and internal interaction

• Resolve assigned tickets using runbooks, knowledge base articles, and client documentation
• Handle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)
• Escalate issues beyond current capability with clear documentation and context

• Build rapport with client end users and IT stakeholders through professionalism and reliability
• Provide proactive client updates throughout the ticket lifecycle

• Maintain accurate time entries on all tickets
• Follow ticket handling standards and client-specific procedures
• Maintain reliable availability during scheduled coverage windows
• Participate in on-call rotation as scheduled

• 0-1 years of experience in IT support, help desk, or a technical customer service role
• Basic understanding of Windows and macOS, cloud productivity platforms, and common business applications
• Strong written and verbal communication skills
• Professional, composed demeanor in client interactions
• Willingness to learn and adapt to client-specific environments

• CompTIA A+ or equivalent foundational certification
• Experience with PSA or ticketing platforms
• Familiarity with RMM tools and remote support utilities
• Experience in an MSP or managed services environment
• Prior experience in a client-embedded or onsite support role

• Familiarity with regulated environments is expected
• Certifications may be required, including:
  • CJIS Security Awareness
  • CMMC (Cybersecurity Maturity Model Certification)
• Willingness to obtain and maintain certifications as required

• This is an onsite role based at the assigned client's location
• Reliable, professional presence in the client's environment is required for the duration of scheduled shifts
• Occasional travel may be required for meetings, training, or client needs

• Ability to use hands, communicate, and interpret written materials
• Occasionally lift and move objects up to 25 pounds (with or without accommodation)

• Lead with Ownership
• Aligned Partnership
• You Win, We Win
• Elevated Standards
• Relentless Curiosity

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

• Entrepreneurial Culture
• Fast-paced Flow, with a Variety of Projects
• Collaborative Work Environment
• Training & Certifications
• Career Growth Opportunities

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