Dedicated Support Analyst I

Blue Alliance; Mason (OH); Hybrid; USD 38,000 - 56,000; Full time

Benefits offered by this job

9 paid holidays, 6 mandated holidays,

3 floating holidays

401K with matching

Excellent medical, vision, and dental

Life and disability insurance

Unlimited weeks PTO

Full-time employee benefits

Job summary

LayerCake, a Blue Alliance company, is seeking a Dedicated Support Analyst I to provide onsite IT support at a client site in Mason, OH. The role focuses on resolving day-to-day technical issues and building trusted client relationships.

The position requires 0–1 year IT support experience, familiarity with Windows/macOS, and strong communication. On-call rotation and precise time entries are part of the duties.

Qualifications

• 0–1 year IT support or help desk experience.
• Basic understanding of Windows and macOS, cloud apps.
• Strong written and verbal communication.
• Professional, composed client interactions.
• Willingness to learn client-specific environments.

Responsibilities

• Resolve tickets using runbooks and client docs.
• Handle common L1 issues (password resets, account mgmt).
• Escalate issues with clear context when needed.
• Maintain accurate time entries and follow procedures.
• Participate in on-call rotation as scheduled.

Skills

IT support basics

Windows & macOS basics

Communication skills

Professional demeanor

Willingness to learn

Tools

PSA software

RMM tools

Remote support tools

Job description

Description

Dedicated Support Analyst I

Location: Mason, OH, 45040

ROLE PURPOSE

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.

CULTURE & VALUES

• Uphold LayerCake's core values in every client and internal interaction

TICKET RESOLUTION & SERVICE DELIVERY

• 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

CLIENT RELATIONSHIP & COMMUNICATION

• Build rapport with client end users and IT stakeholders through professionalism and reliability
• Provide proactive client updates throughout the ticket lifecycle

OPERATIONAL DISCIPLINE

• 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

QUALIFICATIONS

Required

• 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

Preferred

• 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

Compliance & Certifications

• Familiarity with regulated environments is expected
• Certifications may be required, including:
  • CJIS Security Awareness
  • CMMC (Cybersecurity Maturity Model Certification)
• Willingness to obtain and maintain certifications as required

Work Environment & Availability

• This is an onsite role based at the assigned client's location
• Reliable, professional presence in the client's environment is required for the duration of scheduled shifts
• Occasional travel may be required for meetings, training, or client needs

Physical Requirements

• Ability to use hands, communicate, and interpret written materials
• Occasionally lift and move objects up to 25 pounds (with or without accommodation)

Values in Action

• Lead with Ownership
• Aligned Partnership
• You Win, We Win
• Elevated Standards
• Relentless Curiosity

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:

• 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
• Eligible for PTO, 401k, benefits, you are a full-time employee

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture
2. Fast-paced Flow, with a Variety of Projects
3. Collaborative Work Environment
4. Training & Certifications
5. Career Growth Opportunities

Please be advised we, LayerCake, participate in E-Verify.