Remote Client-Embedded IT Support Analyst I

Quanexus is now Skynet Innovations; Detroit (MI); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

401K with matching

Medical, vision, dental insurance

Life and disability insurance

Unlimited PTO

Full-time employee

Job summary

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. This role operates as an embedded resource, supporting a specific client and representing LayerCake within their environment.

Responsibilities include resolving routine tickets, handling Level 1 issues, and maintaining professional communication with end users and IT stakeholders.

Qualifications

• 0-1 years of IT support, help desk, or technical customer service.
• Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications.
• Strong written and verbal communication skills.
• Professional demeanor in client interactions.
• Willingness to learn and adapt to client-specific environments.

Responsibilities

• Resolve assigned service tickets using runbooks, KBs, and client docs.
• Handle Level 1 issues: password resets, account mgmt, workstation troubleshooting, printer support, standard apps.
• Escalate issues with clear documentation and context.
• Build rapport with client end users and IT stakeholders.
• Provide clear, proactive updates throughout ticket lifecycle.
• Maintain time entries and follow client procedures.
• Participate in on-call rotation and maintain availability.

Skills

Windows OS

macOS

Cloud productivity tools

Business applications

Communication

Professional demeanor

Willingness to learn

Education

CompTIA A+ certification

Tools

Ticketing platforms

PSA platforms

RMM tools

Remote support utilities

Job description

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. This role operates as an embedded resource, supporting a specific client and representing LayerCake within their environment.

Responsibilities include resolving routine tickets, handling Level 1 issues, and maintaining professional communication with end users and IT stakeholders.