Dedicated Support Analyst I

LayerCake Technologies•Atlanta, GA

8d•Onsite

About The Position

The Dedicated Support Analyst I provides day-to-day onsite technical support as part of a dedicated staffing engagement assigned to a specific client or client group. This role serves as an embedded resource, with responsibility for the client relationship as well as technical support. The role focuses on being a reliable presence for the client, resolving routine technical issues, learning the client environment, and representing LayerCake in the client’s operation.

Requirements

0–1 years of experience in IT support, help desk, or a technical customer service role.
Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and common business applications.
Strong written and verbal communication skills.
Professional, composed demeanor in client interactions.
Willingness to learn and adapt to client-specific environments and expectations.
Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries.

Nice To Haves

CompTIA A+ or equivalent foundational certification.
Experience with PSA or ticketing 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 CJIS Security Awareness Certification
Familiarity with CMMC (Cybersecurity Maturity Model Certification)

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, basic workstation troubleshooting, printer support, and standard application support.
Escalate issues that exceed current capabilities with thorough documentation and clear context.
Build rapport with client end users and IT stakeholders.
Maintain a professional, responsive, and reliable presence.
Provide clear, proactive client updates throughout the ticket lifecycle.
Maintain accurate time entries on every ticket.
Follow ticket handling standards and client-specific procedures.
Adhere to the assigned schedule and maintain reliable availability during scheduled coverage windows.
Participate in the on-call rotation as scheduled.
Uphold LayerCake’s core values in interactions with assigned clients and internal teammates.