Remote Client-Focused Support Analyst I

Socket.dev; Detroit (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401K with matching

Health insurance

Unlimited PTO

Remote-friendly

Job summary

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a client engagement. You will act as an embedded resource, supporting a specific client or client group and representing LayerCake within their environment.

Strong communication and reliability are essential as you resolve routine issues and build trust with end users and stakeholders. The role emphasizes following ITIL-like processes, maintaining accurate time entries, and participating in

Qualifications

• 0–1 years in IT support or help desk.
• Basic familiarity with Windows and macOS.
• Strong written and verbal communication.
• Willingness to learn client-specific environments.

Responsibilities

• Resolve Level 1 IT support tickets using runbooks and KB.
• Maintain client relationships and provide updates through ticket lifecycle.
• Log time entries accurately and follow client procedures.
• Participate in on-call rotation and adhere to schedules.

Skills

Windows

macOS

Cloud productivity

Business applications

Communication skills

Willingness to learn

Education

CompTIA A+ or equivalent certification

Tools

Ticketing/PSA platforms

RMM tools

Remote support utilities

MSP environment experience

Job description

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a client engagement. You will act as an embedded resource, supporting a specific client or client group and representing LayerCake within their environment.

Strong communication and reliability are essential as you resolve routine issues and build trust with end users and stakeholders. The role emphasizes following ITIL-like processes, maintaining accurate time entries, and participating in