Dedicated Support Analyst II

Travel Requirement: Approximately 50–80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX)

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.

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…