Dedicated Support Analyst II

LayerCake Technologies

Anaheim (CA)

Hybrid

USD 60,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Paid holidays

401K with matching

Excellent medical, vision, and dental

Life and disability insurance

Unlimited weeks PTO

Job summary

LayerCake Technologies is seeking a Dedicated Support Analyst II to support a designated client environment from Anaheim, CA, with travel to Northern CA, AZ, UT, NV, and TX as needed. You will own complex support requests, build strong client relationships, and become a trusted day-to-day resource within the client’s operations.

Responsibilities include ticket resolution, documentation, and mentoring junior staff, with on-call rotations and a focus on delivering high-quality client outcomes

Qualifications

1+ years of experience in IT support, help desk, or technical service delivery.
Working knowledge of Windows and macOS administration.
Familiarity with cloud productivity platforms and basic networking concepts.
Excellent written and verbal communication skills.
Strong troubleshooting and problem-solving skills beyond standard procedures.
Consistent documentation quality and ticket management.

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 client-specific documentation.
Maintain accurate time tracking for all tickets; follow ticket handling standards.
Participate in scheduled on-call rotation.
Demonstrate company values in all client and team interactions.

Skills

IT support

Windows administration

macOS administration

Cloud productivity platforms

Networking basics

Documentation

Communication skills

Ticket management

Tools

RMM tools

PSA platforms

Documentation systems

Job description

Description

Dedicated Support Analyst II

Location: Anaheim, CA
Travel Requirement: Approximately 50-80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX)

About the Role

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.

Key Responsibilities

Ticket Resolution & Service Delivery

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

Client Relationship & Communication

Serve as a primary support contact for client end users and IT stakeholders
Provide proactive updates, clear timelines, and consistent follow-through

Mentorship & Knowledge Sharing

Support and guide Analyst I team members
Contribute to and maintain client-specific documentation and knowledge base

Operational Discipline

Maintain accurate time tracking for all tickets
Follow ticket handling standards and client-specific procedures
Participate in scheduled on-call rotation

Culture & Values

Demonstrate company values in all client and team interactions
Take ownership of outcomes and maintain high standards in communication and documentation

Work Environment & Availability

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

Qualifications

Required

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

Preferred

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

Compliance Requirements

This role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include:

CJIS Security Awareness Certification
CMMC (Cybersecurity Maturity Model Certification)

Certification requirements may evolve based on client needs.

What Success Looks Like

Ownership of tickets from intake to resolution
Strong alignment with client workflows and expectations
High-quality documentation and communication
Continuous learning and reduced dependency on escalation
Commitment to client success and team collaboration

This role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment.

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: