Onsite IT Support Analyst I – Client-Focused Helpdesk

Socket.dev; Mason (OH); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching contributions

Excellent medical, vision, and dental

Life and disability insurance

Unlimited PTO

Full‑time employee

Job summary

LayerCake seeks an entry‑level Dedicated Support Analyst I to provide onsite technical support at a client site in Mason, OH. You will resolve day‑to‑day IT issues, manage tickets, and maintain strong client relationships under our embedded staffing model.

The role emphasizes responsiveness, accurate time entries, and adherence to client procedures. Onsite presence and willingness to participate in on‑call rotations are essential for success.

Qualifications

• 0–1 years of IT support or help desk experience.
• Basic understanding of Windows and macOS, cloud productivity platforms, and common business apps.
• Strong written and verbal communication skills.
• Professional, composed demeanor in client interactions.
• Willingness to learn and adapt to client environments.

Responsibilities

• Resolve assigned tickets using runbooks, knowledge bases, 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.
• Build rapport with client end users and IT stakeholders through professionalism and reliability.
• Provide proactive client updates throughout the ticket lifecycle.

Skills

IT support

Windows/macOS basics

Communication (written & verbal)

Professional demeanor

Willingness to learn

Tools

PSA/Ticketing platforms

RMM tools

Job description

LayerCake seeks an entry‑level Dedicated Support Analyst I to provide onsite technical support at a client site in Mason, OH. You will resolve day‑to‑day IT issues, manage tickets, and maintain strong client relationships under our embedded staffing model.

The role emphasizes responsiveness, accurate time entries, and adherence to client procedures. Onsite presence and willingness to participate in on‑call rotations are essential for success.