Remote Client IT Support Analyst I

Blue Alliance; Detroit (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Medical, vision, and dental insurance

Unlimited PTO

Full-time employee benefits

Job summary

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as an embedded resource for a specific client. You will resolve routine issues, manage tickets, and communicate clearly with end users while building trust.

This remote, entry-level role requires strong relationship skills, reliability, and willingness to participate in on-call rotations. Knowledge of Windows/macOS and familiarity with ticketing systems are a plus as you grow with the MSP.

Qualifications

• 0-1 years of IT support or help desk experience.
• Basic understanding of Windows and macOS.
• Strong written and verbal communication.
• Willingness to learn client-specific environments.
• Professional demeanor in client interactions.
• On-call availability.

Responsibilities

• Resolve assigned service tickets using runbooks, KBs, and client docs.
• Handle Level 1 issues: password resets, account management, workstation troubleshooting, printer support, and standard app support.
• Escalate issues with documentation and context as needed.
• Build rapport with client end users and IT stakeholders.
• Provide proactive updates throughout ticket lifecycle.

Skills

Windows

macOS

Customer service

On-call

Tools

Ticketing systems

PSA platforms

Job description

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as an embedded resource for a specific client. You will resolve routine issues, manage tickets, and communicate clearly with end users while building trust.

This remote, entry-level role requires strong relationship skills, reliability, and willingness to participate in on-call rotations. Knowledge of Windows/macOS and familiarity with ticketing systems are a plus as you grow with the MSP.