Senior Client-Focused IT Support Analyst - Remote

Paylocity; Detroit (MI); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

9 paid holidays

401K with matching

Excellent medical, vision, and dental

Life and disability insurance

Unlimited PTO

Full-time employee benefits

Job summary

LayerCake is seeking a Dedicated Support Analyst III to join a client engagement in Detroit, MI. You will handle a broad range of support requests, deepen knowledge of the client environment, and become a trusted day-to-day resource for end users and IT stakeholders.

Responsibilities include resolving tickets with escalating issues, mentoring junior analysts, and contributing to documentation and a client knowledge base.

Qualifications

• 1+ years in IT support or technical service delivery.
• Working knowledge of Windows and macOS, cloud productivity platforms, and basic networking.
• Strong written and verbal communication; thorough ticket documentation.
• Willingness to participate in on-call rotation.

Responsibilities

• Resolve tickets across L1 and moderate L2 complexity in assigned client environment.
• Escalate beyond current capabilities with thorough documentation and timing.
• Serve as day-to-day support contact for end users and IT stakeholders.
• Mentor junior team members and contribute to client knowledgebase.
• Maintain time entries and follow client-specific procedures.

Skills

IT support

Windows administration

macOS administration

Documentation

Communication skills

Tools

MSP tools

PSA platforms

Documentation platforms

RMM tools

Job description

LayerCake is seeking a Dedicated Support Analyst III to join a client engagement in Detroit, MI. You will handle a broad range of support requests, deepen knowledge of the client environment, and become a trusted day-to-day resource for end users and IT stakeholders.

Responsibilities include resolving tickets with escalating issues, mentoring junior analysts, and contributing to documentation and a client knowledge base.