Dedicated Support Analyst I

Quanexus is now Skynet Innovations

Detroit (MI)

On-site

USD 42,000 - 52,000

Full time

7 days ago

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Benefits offered by this job

401K with matching

Medical, vision, dental insurance

Life and disability insurance

Unlimited PTO

Full-time employee

Job summary

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. This role operates as an embedded resource, supporting a specific client and representing LayerCake within their environment.

Responsibilities include resolving routine tickets, handling Level 1 issues, and maintaining professional communication with end users and IT stakeholders.

Qualifications

0-1 years of IT support, help desk, or technical customer service.
Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications.
Strong written and verbal communication skills.
Professional demeanor in client interactions.
Willingness to learn and adapt to client-specific environments.

Responsibilities

Resolve assigned service tickets using runbooks, KBs, and client docs.
Handle Level 1 issues: password resets, account mgmt, workstation troubleshooting, printer support, standard apps.
Escalate issues with clear documentation and context.
Build rapport with client end users and IT stakeholders.
Provide clear, proactive updates throughout ticket lifecycle.
Maintain time entries and follow client procedures.
Participate in on-call rotation and maintain availability.

Skills

Windows OS

macOS

Cloud productivity tools

Business applications

Communication

Professional demeanor

Willingness to learn

Education

CompTIA A+ certification

Tools

Ticketing platforms

PSA platforms

RMM tools

Remote support utilities

Job description

About The Role

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. In this role, you will serve as an embedded resource, supporting a specific client or client group and acting as a direct representative of LayerCake within their environment. This position requires strong relationship awareness, reliability, and the ability to resolve routine technical issues while building trust with end users and stakeholders.

Description

Dedicated Support Analyst I

Company:

LayerCake

Location:

Remote

Key Responsibilities

Ticket Resolution & Service Delivery

Resolve assigned service tickets using established runbooks, knowledge base articles, and client-specific documentation.
Handle common Level 1 issues, including password resets, account management, workstation troubleshooting, printer support, and standard application support.
Escalate issues beyond current capability with clear documentation and context.

Client Relationship & Communication

Build rapport with client end users and IT stakeholders.
Provide clear, proactive updates throughout the ticket lifecycle.
Maintain a professional, responsive, and reliable presence.

Operational Discipline

Maintain accurate time entries for all tickets.
Follow ticket handling standards and client-specific procedures.
Adhere to assigned schedules and ensure availability during coverage windows.
Participate in on-call rotation as scheduled.

Culture & Values

Uphold LayerCake’s core values in all interactions with clients and internal teams.

Expectations & Performance Metrics

Utilization = 85%
CSAT = 95% positive
Response SLA = 98%
Resolution Plan SLA = 95%
First Time Resolution: Improving trend
Ticket Reopen Rate = 8%
Scheduled Ticket On-Time Performance = 98%
Time Entry Accuracy = 95%

Work Environment & Availability

Work environment is dedicated onsite at the client's office.
Must maintain a professional workspace with reliable high-speed internet.
Shifts are assigned based on regional coverage needs and may include staggered hours.
Must remain logged in and actively working tickets during assigned shifts.
Participation in on-call rotation is required.
Travel is not a primary function of this role.

Qualifications

Required

0-1 years of experience in IT support, help desk, or technical customer service.
Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications.
Strong written and verbal communication skills.
Professional demeanor in client interactions.
Willingness to learn and adapt to client-specific environments.

Preferred

CompTIA A+ or equivalent certification.
Experience with ticketing or PSA 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.

Compliance & Certifications

Familiarity with compliance frameworks such as CJIS Security Awareness and CMMC.
Willingness to obtain and maintain required certifications based on client needs.

Physical Requirements

Ability to handle equipment and use hands for technical tasks.
Ability to talk, hear, read, write, and interpret documents.
Ability to occasionally lift up to 25 pounds (with or without reasonable accommodation).

Why Join LayerCake?

LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

Benefits