Dedicated Support Analyst II

LayerCake Tech

Las Vegas (NV)

Remote

USD 50,000 - 70,000

Full time

6 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Paid holidays

401K with match

Medical, vision, and dental insurance

Life & disability insurance

Unlimited PTO

Full-time employee benefits

Job summary

LayerCake, a Blue Alliance company, is seeking a Dedicated Support Analyst II to manage a designated client environment with growing independence. You will own and resolve tickets, build strong client relationships, and contribute to knowledge bases.

The role requires 1+ years in IT support, strong troubleshooting, and excellent communication. Expect travel ~50–80% annually across multiple states, with a fully remote-friendly work setup and on-call rotations.

Qualifications

1+ years in IT support, help desk, or technical service delivery.
Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications.
Strong troubleshooting and problem-solving beyond standard procedures.
Excellent written and verbal communication skills.
Consistent documentation quality and ticket management.
Preferred MSP experience and relevant certifications (CompTIA A+, Network+).
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.

Responsibilities

Resolve 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 and maintain client-specific documentation and knowledge base.
Maintain accurate time tracking for all tickets.
Follow ticket handling standards and client-specific procedures.
Participate in scheduled on-call rotation.

Skills

Windows admin

macOS admin

Cloud productivity

Networking basics

Business apps

Troubleshooting

Communication

Documentation

Tools

RMM tools

PSA platforms

Documentation systems

Job description

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
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.