Dedicated Support Analyst II

LayerCake Technologies • Anaheim, CA

11d • Hybrid

About The Position

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.

Requirements

• 1+ years of experience in IT support, help desk, or technical service delivery
• Working knowledge of: Windows and macOS administration
• Working knowledge of: Cloud productivity platforms
• Working knowledge of: Basic networking concepts
• Working knowledge of: Common business applications
• Strong troubleshooting and problem-solving skills beyond standard procedures
• Excellent written and verbal communication skills
• Consistent documentation quality and ticket management

Nice To Haves

• 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

Responsibilities

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

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
• Training & Certifications
• Career Growth Opportunities

What This Job Offers

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