Dedicated Support Analyst I
LayerCake Technologies•Mason, OH
•$19 - $21•Onsite
About The Position
The Dedicated Support Analyst I provides onsite technical support to a specific client as part of an embedded staffing engagement. This role represents LayerCake daily while resolving day-to-day technical issues and building trusted client relationships.
Requirements
- 0–1 years of experience in IT support, help desk, or a technical customer service role
- Basic understanding of Windows and macOS, 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
- Familiarity with regulated environments is expected
- Willingness to obtain and maintain certifications as required
- Reliable, professional presence in the client's environment is required for the duration of scheduled shifts
- Ability to use hands, communicate, and interpret written materials
- Occasionally lift and move objects up to 25 pounds (with or without accommodation)
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
- CJIS Security Awareness
- CMMC (Cybersecurity Maturity Model Certification)
Responsibilities
- Uphold LayerCake's core values in every client and internal interaction
- Resolve assigned tickets using runbooks, knowledge base articles, and client documentation
- Handle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)
- Escalate issues beyond current capability with clear documentation and context
- Build rapport with client end users and IT stakeholders through professionalism and reliability
- Provide proactive client updates throughout the ticket lifecycle
- Maintain accurate time entries on all tickets
- Follow ticket handling standards and client-specific procedures
- Maintain reliable availability during scheduled coverage windows
- Participate in on-call rotation as scheduled
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
