Senior IT Support Analyst III - Client-Focused, Remote/Hybrid

Blue Alliance; Detroit (MI); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

401K Retirement 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 handle a broader range of support requests within an assigned client engagement with greater independence in Detroit, MI. 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.

The position involves resolving tickets from L1 to moderate L2, maintaining high-quality documentation, and participating in on-call

Qualifications

• 1+ years of experience in IT support, help desk, or a technical service delivery role.
• Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications.
• Demonstrated ability to troubleshoot beyond runbooks using logical problem-solving and available resources.
• Strong written and verbal communication skills.
• Consistent track record of documentation quality and ticket hygiene.

Responsibilities

• Resolve assigned service tickets across L1 and moderate L2 complexity.
• Work through unfamiliar issues methodically using available documentation, vendor resources, and peer collaboration before escalating.
• Escalate issues that exceed current capabilities with thorough documentation.
• Identify recurring issues within the client environment and flag patterns.
• Serve as a recognized day-to-day support contact for client end users and IT stakeholders.
• Manage client expectations through proactive updates, clear timelines, and follow-through on commitments.
• Support Analyst I team members by answering questions and providing guidance.
• Model strong documentation practices and contribute to the client-specific knowledge base.
• Maintain accurate time entries on every ticket.
• Follow ticket handling standards and client-specific procedures.
• Participate in the on-call rotation as scheduled.

Skills

1+ years IT support

Windows

macOS

cloud productivity

basic networking

documentation

strong communication

ticket hygiene

Tools

RMM tools

PSA platforms

documentation platforms

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 in Detroit, MI. 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.

The position involves resolving tickets from L1 to moderate L2, maintaining high-quality documentation, and participating in on-call