Dedicated Support Analyst II

About The Role

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.

Key Responsibilities

• Ticket Resolution & Service Delivery
  • 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
• Client Relationship & Communication
  • Serve as a primary support contact for client end users and IT stakeholders
  • Provide proactive updates, clear timelines, and consistent follow-through
• Mentorship & Knowledge Sharing
  • Support and guide Analyst I team members
  • Contribute to and maintain client-specific documentation and knowledge base
• Operational Discipline
  • Maintain accurate time tracking for all tickets
  • Follow ticket handling standards and client-specific procedures
  • Participate in scheduled on-call rotation
• Culture & Values
  • Demonstrate company values in all client and team interactions
  • Take ownership of outcomes and maintain high standards in communication and documentation

Work Environment & Availability

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. Travel required approximately 50–80% annually to Northern CA, AZ, UT, NV, and TX.

Qualifications

Required:

• 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

Preferred:

• 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

Compliance Requirements

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.

What Success Looks Like

• 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

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, 3 floating)
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• Unlimited weeks PTO
• Eligible for PTO, 401k, benefits as a full-time employee