Support Analyst Jobs

About The Position

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