Dedicated Support Analyst I

LayerCake Technologies • Dearborn Heights, MI

1d • Remote

About The Position

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.

Requirements

• 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.
• Must maintain a professional workspace with reliable high-speed internet.
• Must remain logged in and actively working tickets during assigned shifts.
• Participation in on-call rotation is required.

Nice To Haves

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

Responsibilities

• 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.
• Build rapport with client end users and IT stakeholders.
• Provide clear, proactive updates throughout the ticket lifecycle.
• Maintain a professional, responsive, and reliable presence.
• 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.
• Uphold LayerCake’s core values in all interactions with clients and internal teams.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed