Dedicated Support Analyst II

Quanexus is now Skynet Innovations

Las Vegas (NV)

Hybrid

USD 65,000 - 80,000

Full time

9 hours ago

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Benefits offered by this job

9 paid holidays

401K with matching

Medical, vision, and dental insurance

Life and disability insurance

Unlimited PTO

Full-time employee benefits

Job summary

LayerCake, a Blue Alliance company, seeks a Dedicated Support Analyst II to support client environments in a dynamic MSP setting. The role emphasizes ownership of tickets, proactive communication, and robust documentation to ensure service excellence.

You will travel up to 50–80% annually and collaborate with cross-functional teams to resolve issues and maintain high client satisfaction. The position supports varied work arrangements, including in-office, hybrid, or remote settings.

Qualifications

1+ years of IT support, help desk, or tech service delivery experience.
Proficient in Windows and macOS administration.
Familiar with cloud productivity platforms.
Basic networking concepts.
Experience with documentation and ticket management.
Excellent written and verbal communication skills.

Responsibilities

Resolve tickets across L1 and moderate L2 complexity.
Troubleshoot issues using documentation, vendor resources, and collaboration.
Escalate complex issues with detailed documentation.
Maintain client relationships and provide proactive updates.
Mentor Analyst I and contribute to client documentation.
Maintain time tracking and follow ticket handling standards.
Participate in on-call rotation.

Skills

Windows/macOS admin

Cloud productivity

Networking basics

Business applications

Troubleshooting

Documentation

Communication

Education

Certifications: CompTIA A+ / Network+

Tools

RMM tools

PSA platforms

Documentation systems

Job description

Dedicated Support Analyst II

Location: Las Vegas, NV

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

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