Onsite IT Support Analyst I — Client-Focused Engineer

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

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.