Dedicated Support Analyst

Description

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.

• 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

Why Join Layer Cake?

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.

Benefits:

• 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

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

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