Client-Embedded IT Support Analyst I

Quanexus is now Skynet Innovations; Georgia; Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

401K retirement with matching

Excellent medical, vision, and dental

Life insurance and disability

Unlimited PTO

Job summary

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day onsite technical support at a client site in Cumberland, GA. You will manage Level 1 issues, assist with account management, and maintain strong client relationships while adhering to runbooks and documented procedures.

The role requires a proactive, reliable IT professional with 0–1 years of experience, comfort with Windows and macOS, and a willingness to learn in a regulated MSP environment.

Qualifications

• 0–1 year in IT support, help desk, or similar role.
• Basic Windows/macOS, cloud apps, and common business software knowledge.
• Strong written and verbal communication; professional client demeanor.
• Willingness to learn and adapt to client environments.
• CompTIA A+ or equivalent certification preferred.

Responsibilities

• Resolve Level 1 tickets using runbooks and knowledge base articles.
• Handle password resets, account management, basic workstation troubleshooting, printer support, and standard application support.
• Escalate issues with thorough documentation and clear context.
• Build rapport with client end users and IT stakeholders.
• Provide proactive client updates throughout the ticket lifecycle.
• Maintain accurate time entries and follow ticket handling standards.
• Participate in on-call rotation and adhere to schedule.
• Uphold LayerCake’s core values in interactions with clients and teammates.

Skills

Windows OS

macOS

Cloud platforms

Communication

Education

CompTIA A+ certification

Tools

PSA platforms

RMM tools

Remote support tools

Job description

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day onsite technical support at a client site in Cumberland, GA. You will manage Level 1 issues, assist with account management, and maintain strong client relationships while adhering to runbooks and documented procedures.

The role requires a proactive, reliable IT professional with 0–1 years of experience, comfort with Windows and macOS, and a willingness to learn in a regulated MSP environment.