Dedicated Support Analyst III

About the role

LayerCake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

Responsibilities

• Resolve assigned service tickets across L1 and moderate L2 complexity.
• Work through unfamiliar issues methodically using available documentation, vendor resources, and peer collaboration before escalating.
• Escalate issues that exceed current capabilities with thorough documentation.
• Identify recurring issues within the client environment and flag patterns.
• Serve as a recognized day-to-day support contact for client end users and IT stakeholders.
• Manage client expectations through proactive updates, clear timelines, and follow-through on commitments.
• Support Analyst I team members within the engagement by answering questions and providing guidance.
• Model strong documentation practices.
• Contribute to the client-specific knowledge base.
• Maintain accurate time entries on every ticket.
• Follow ticket handling standards and client-specific procedures.
• Participate in the on-call rotation as scheduled.

Requirements

• 1+ years of experience in IT support, help desk, or a technical service delivery role.
• Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications.
• Demonstrated ability to troubleshoot beyond runbooks using logical problem-solving and available resources.
• Strong written and verbal communication skills.
• Consistent track record of documentation quality and ticket hygiene.
• Physical requirements: use hands to manipulate, handle, feel, and control items or equipment; talk and hear; see and read; write and interpret written documents; occasionally lift and move objects weighing up to 25 pounds (with or without reasonable accommodations).

Qualifications

• Preferred experience in an MSP or managed services environment.
• CompTIA A+, Network+, or equivalent certifications.
• Familiarity with RMM tools, PSA platforms, and documentation platforms.
• Experience in a client-embedded or onsite support role.
• Experience supporting cloud-based identity and productivity environments.
• Familiarity with compliance frameworks: CJIS Security Awareness Certification, CMMC (Cybersecurity Maturity Model Certification); willingness to obtain and maintain required compliance certifications.

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 as a full-time employee
• Entrepreneurial culture
• Fast-paced flow with a variety of projects
• Collaborative work environment
• Training & certifications
• Career growth opportunities

Schedule

• Position may be in-office, hybrid, fully remote, or on