Dedicated Support Analyst ILocation: Mason, OH, 45040Role PurposeThe Dedicated Support Analyst I provides onsite technical support to a specific client as part of an embedded staffing engagement. This role represents LayerCake daily while resolving day-to-day technical issues and building trusted client relationships.Key ResponsibilitiesCulture & ValuesUphold LayerCake's core values in every client and internal interactionTicket Resolution & Service DeliveryResolve assigned tickets using runbooks, knowledge base articles, and client documentationHandle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)Escalate issues beyond current capability with clear documentation and contextClient Relationship & CommunicationBuild rapport with client end users and IT stakeholders through professionalism and reliabilityProvide proactive client updates throughout the ticket lifecycleOperational DisciplineMaintain accurate time entries on all ticketsFollow ticket handling standards and client-specific proceduresMaintain reliable availability during scheduled coverage windowsParticipate in on-call rotation as scheduledQualificationsRequired0–1 years of experience in IT support, help desk, or a technical customer service roleBasic understanding of Windows and macOS, cloud productivity platforms, and common business applicationsStrong written and verbal communication skillsProfessional, composed demeanor in client interactionsWillingness to learn and adapt to client-specific environmentsPreferredCompTIA A+ or equivalent foundational certificationExperience with PSA or ticketing platformsFamiliarity with RMM tools and remote support utilitiesExperience in an MSP or managed services environmentPrior experience in a client-embedded or onsite support roleCompliance & CertificationsFamiliarity with regulated environments is expectedCertifications may be required, including: CJIS Security AwarenessCMMC (Cybersecurity Maturity Model Certification)Willingness to obtain and maintain certifications as requiredWork Environment & AvailabilityThis is an onsite role based at the assigned client's locationReliable, professional presence in the client's environment is required for the duration of scheduled shiftsOccasional travel may be required for meetings, training, or client needsPhysical RequirementsAbility to use hands, communicate, and interpret written materialsOccasionally lift and move objects up to 25 pounds (with or without accommodation)Values in ActionLead with OwnershipAligned PartnershipYou Win, We WinElevated StandardsRelentless CuriosityWhy Join LayerCake?LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we've helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust.
Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It's a personalized approach that delivers long-term value and measurable outcomes. We've always believed small businesses deserve enterprise-level solutions, and that belief starts with our team.
We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we've built a strong, connected culture where people support each other, stay accountable, and thrive together.Benefits:9 paid holidays; 6 mandated holidays, 3 floating holidays401K Retirement with matching contributionsExcellent medical, vision, and dental insuranceLife insurance and disability insuranceUnlimited weeks PTOEligible for PTO, 401k, benefits, you are a full-time employeeTop Reasons our Employees Love Being Part of the Blue Alliance Family:Entrepreneurial CultureFast-paced Flow, with a Variety of ProjectsCollaborative Work EnvironmentTraining & CertificationsCareer Growth OpportunitiesReady for the next step? The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves.
Interested applicants should click to submit their resume and application above.Please be advised we, LayerCake, participate in E-Verify.
Dedicated Support Analyst I in mason at Unknown Company
This position is listed as full time and able to be worked remotely.