Dedicated Support Analyst I

Description

Dedicated Support Analyst I

Company: LayerCake
Location: Remote

About the Role

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. In this role, you will serve as an embedded resource, supporting a specific client or client group and acting as a direct representative of LayerCake within their environment. 

This position requires strong relationship awareness, reliability, and the ability to resolve routine technical issues while building trust with end users and stakeholders.

Key Responsibilities

Ticket Resolution & Service Delivery

• Resolve assigned service tickets using established runbooks, knowledge base articles, and client-specific documentation. 
• Handle common Level 1 issues, including password resets, account management, workstation troubleshooting, printer support, and standard application support. 
• Escalate issues beyond current capability with clear documentation and context. 

Client Relationship & Communication

• Build rapport with client end users and IT stakeholders. 
• Provide clear, proactive updates throughout the ticket lifecycle. 
• Maintain a professional, responsive, and reliable presence. 

Operational Discipline

• Maintain accurate time entries for all tickets. 
• Follow ticket handling standards and client-specific procedures. 
• Adhere to assigned schedules and ensure availability during coverage windows. 
• Participate in on-call rotation as scheduled. 

Culture & Values

• Uphold LayerCake’s core values in all interactions with clients and internal teams. 

Expectations & Performance Metrics

• Utilization = 85% 
• CSAT = 95% positive 
• Response SLA = 98% 
• Resolution Plan SLA = 95% 
• First Time Resolution: Improving trend 
• Ticket Reopen Rate = 8% 
• Scheduled Ticket On-Time Performance = 98% 
• Time Entry Accuracy = 95% 

Work Environment & Availability

• Work environment may be remote, hybrid, in-office, or onsite depending on client engagement. 
• Must maintain a professional workspace with reliable high-speed internet. 
• Shifts are assigned based on regional coverage needs and may include staggered hours. 
• Must remain logged in and actively working tickets during assigned shifts. 
• Participation in on-call rotation is required. 
• Travel is not a primary function of this role. 

Qualifications

Required

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

Preferred

• CompTIA A+ or equivalent certification. 
• Experience with ticketing or PSA 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. 

Compliance & Certifications

• Familiarity with compliance frameworks such as CJIS Security Awareness and CMMC. 
• Willingness to obtain and maintain required certifications based on client needs. 

Physical Requirements

• Ability to handle equipment and use hands for technical tasks. 
• Ability to talk, hear, read, write, and interpret documents. 
• Ability to occasionally lift up to 25 pounds (with or without reasonable accommodation). 

Why Join LayerCake? 

LayerCake, 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: 

1. Entrepreneurial Culture 
2. Fast-paced Flow, with a Variety of Projects 
3. Collaborative Work Environment 
4. Training & Certifications  
5. Career Growth Opportunities 

Ready for the next step?  

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.  

Please be advised we, LayerCake, participate in E-Verify.