Senior Dedicated Support Analyst – Client-Focused IT

LayerCake Tech; Detroit, Northern (MI, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

9 paid holidays

401K retirement with matching

Excellent medical, vision, and dental

Life insurance and disability

Unlimited weeks PTO

Job summary

LayerCake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

Responsibilities include resolving tickets across L1 and moderate L2, collaborating to troubleshoot, escalating with thorough documentation, and mentoring

Qualifications

• 1+ years of IT support or help desk experience.
• Working knowledge of Windows and macOS administration.
• Basic networking concepts and common business applications.
• Strong written and verbal communication skills.
• Consistent documentation quality and ticket hygiene.

Responsibilities

• Resolve assigned service tickets across L1 and moderate L2 complexity.
• Troubleshoot issues using documentation, vendor resources, and peer collaboration before escalating.
• Escalate issues with thorough documentation when beyond current capabilities.
• Serve as a day-to-day support contact for clients and IT stakeholders.

Skills

IT support

Windows

macOS

Networking basics

Documentation

Communication

Job description

LayerCake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

Responsibilities include resolving tickets across L1 and moderate L2, collaborating to troubleshoot, escalating with thorough documentation, and mentoring