Job Description Job Description Dedicated Support Analyst II Location: Las Vegas, NV Travel Requirement: Approximately 50-80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX) About the Role The Dedicated Support Analyst II supports a designated client environment with increasing independence and technical depth. In this role, you will take ownership of more complex support requests, build strong client relationships, and become a trusted day-to-day resource within the client's operations. Key Responsibilities Ticket Resolution & Service Delivery Resolve service tickets across L1 and moderate L2 complexity Troubleshoot unfamiliar issues using documentation, vendor resources, and collaboration Escalate advanced issues with detailed documentation Identify and flag recurring issues within the client environment Client Relationship & Communication Serve as a primary support contact for client end users and IT stakeholders Provide proactive updates, clear timelines, and consistent follow-through Mentorship & Knowledge Sharing Support and guide Analyst I team members Contribute to and maintain client-specific documentation and knowledge base Operational Discipline Maintain accurate time tracking for all tickets Follow ticket handling standards and client-specific procedures Participate in scheduled on-call rotation Culture & Values Demonstrate company values in all client and team interactions Take ownership of outcomes and maintain high standards in communication and documentation Work Environment & Availability Work setting may vary: in-office, hybrid, remote, or client site Must maintain a professional workspace with reliable high-speed internet Expected to be fully available during assigned shifts Qualifications Required 1+ years of experience in IT support, help desk, or technical service delivery Working knowledge of: Windows and macOS administration Cloud productivity platforms Basic networking concepts Common business applications Strong troubleshooting and problem-solving skills beyond standard procedures Excellent written and verbal communication skills Consistent documentation quality and ticket management Preferred Experience in a managed services (MSP) environment CompTIA A+, Network+, or equivalent certifications Familiarity with RMM tools, PSA platforms, and documentation systems Experience in onsite or client-embedded support roles Experience supporting cloud-based identity and productivity environments Compliance Requirements This role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include: CJIS Security Awareness Certification CMMC (Cybersecurity Maturity Model Certification) Certification requirements may evolve based on client needs. What Success Looks Like Ownership of tickets from intake to resolution Strong alignment with client workflows and expectations High-quality documentation and communication Continuous learning and reduced dependency on escalation Commitment to client success and team collaboration This role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment. Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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.
10/26/2026
Full time
Job Description Job Description Dedicated Support Analyst II Location: Las Vegas, NV Travel Requirement: Approximately 50-80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX) About the Role The Dedicated Support Analyst II supports a designated client environment with increasing independence and technical depth. In this role, you will take ownership of more complex support requests, build strong client relationships, and become a trusted day-to-day resource within the client's operations. Key Responsibilities Ticket Resolution & Service Delivery Resolve service tickets across L1 and moderate L2 complexity Troubleshoot unfamiliar issues using documentation, vendor resources, and collaboration Escalate advanced issues with detailed documentation Identify and flag recurring issues within the client environment Client Relationship & Communication Serve as a primary support contact for client end users and IT stakeholders Provide proactive updates, clear timelines, and consistent follow-through Mentorship & Knowledge Sharing Support and guide Analyst I team members Contribute to and maintain client-specific documentation and knowledge base Operational Discipline Maintain accurate time tracking for all tickets Follow ticket handling standards and client-specific procedures Participate in scheduled on-call rotation Culture & Values Demonstrate company values in all client and team interactions Take ownership of outcomes and maintain high standards in communication and documentation Work Environment & Availability Work setting may vary: in-office, hybrid, remote, or client site Must maintain a professional workspace with reliable high-speed internet Expected to be fully available during assigned shifts Qualifications Required 1+ years of experience in IT support, help desk, or technical service delivery Working knowledge of: Windows and macOS administration Cloud productivity platforms Basic networking concepts Common business applications Strong troubleshooting and problem-solving skills beyond standard procedures Excellent written and verbal communication skills Consistent documentation quality and ticket management Preferred Experience in a managed services (MSP) environment CompTIA A+, Network+, or equivalent certifications Familiarity with RMM tools, PSA platforms, and documentation systems Experience in onsite or client-embedded support roles Experience supporting cloud-based identity and productivity environments Compliance Requirements This role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include: CJIS Security Awareness Certification CMMC (Cybersecurity Maturity Model Certification) Certification requirements may evolve based on client needs. What Success Looks Like Ownership of tickets from intake to resolution Strong alignment with client workflows and expectations High-quality documentation and communication Continuous learning and reduced dependency on escalation Commitment to client success and team collaboration This role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment. Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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.
Job Description Job Description Dedicated Support Analyst III Location: Detroit, MI About the Role 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. Key Responsibilities Ticket Resolution & Service Delivery 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. Client Relationship & Communication 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. Mentorship & Knowledge Sharing Support Analyst I team members within the engagement by answering questions and providing guidance. Model strong documentation practices. Contribute to the client-specific knowledge base. Operational Discipline Maintain accurate time entries on every ticket. Follow ticket handling standards and client-specific procedures. Participate in the on-call rotation as scheduled. Qualifications Required 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. Preferred Experience in an MSP or managed services environment. CompTIA A+, Network+, or equivalent certifications. Familiarity with RMM tools, PSA platforms, and documentation platforms. Experience in a client-embedded or onsite support role. Experience supporting cloud-based identity and productivity environments. Work Environment & Availability The position may be in-office, hybrid, fully remote, or onsite at the client's location depending on the engagement structure. A professional work environment with reliable high-speed internet connectivity is required. Shifts are assigned based on regional coverage needs and may include staggered start times. The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods. Participation in an on-call rotation is expected. Travel is not a primary function of this role. Compliance & Certifications LayerCake serves clients in regulated industries that require personnel to hold specific compliance certifications before accessing their environments. Familiarity with the following compliance frameworks is expected: CJIS Security Awareness Certification CMMC (Cybersecurity Maturity Model Certification) Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries. Values in Action Lead with Ownership: Own every ticket from intake to resolution, follow through on commitments, and take accountability for outcomes. Aligned Partnership: Adapt to the client's working style and culture while maintaining LayerCake's standards. You Win, We Win: Treat the client's success as personal success. Elevated Standards: Maintain high documentation quality, communication standards, and technical rigor on every ticket. Relentless Curiosity: Build technical knowledge through every ticket, expand capabilities, and reduce dependency on escalation. Physical Requirements Use hands to manipulate, handle, feel, and control items or equipment. Talk and hear. See and read. Write and interpret written documents. Occasionally lift and move objects weighing up to 25 pounds. These requirements must be met with or without reasonable accommodations. Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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.
10/26/2026
Full time
Job Description Job Description Dedicated Support Analyst III Location: Detroit, MI About the Role 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. Key Responsibilities Ticket Resolution & Service Delivery 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. Client Relationship & Communication 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. Mentorship & Knowledge Sharing Support Analyst I team members within the engagement by answering questions and providing guidance. Model strong documentation practices. Contribute to the client-specific knowledge base. Operational Discipline Maintain accurate time entries on every ticket. Follow ticket handling standards and client-specific procedures. Participate in the on-call rotation as scheduled. Qualifications Required 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. Preferred Experience in an MSP or managed services environment. CompTIA A+, Network+, or equivalent certifications. Familiarity with RMM tools, PSA platforms, and documentation platforms. Experience in a client-embedded or onsite support role. Experience supporting cloud-based identity and productivity environments. Work Environment & Availability The position may be in-office, hybrid, fully remote, or onsite at the client's location depending on the engagement structure. A professional work environment with reliable high-speed internet connectivity is required. Shifts are assigned based on regional coverage needs and may include staggered start times. The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods. Participation in an on-call rotation is expected. Travel is not a primary function of this role. Compliance & Certifications LayerCake serves clients in regulated industries that require personnel to hold specific compliance certifications before accessing their environments. Familiarity with the following compliance frameworks is expected: CJIS Security Awareness Certification CMMC (Cybersecurity Maturity Model Certification) Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries. Values in Action Lead with Ownership: Own every ticket from intake to resolution, follow through on commitments, and take accountability for outcomes. Aligned Partnership: Adapt to the client's working style and culture while maintaining LayerCake's standards. You Win, We Win: Treat the client's success as personal success. Elevated Standards: Maintain high documentation quality, communication standards, and technical rigor on every ticket. Relentless Curiosity: Build technical knowledge through every ticket, expand capabilities, and reduce dependency on escalation. Physical Requirements Use hands to manipulate, handle, feel, and control items or equipment. Talk and hear. See and read. Write and interpret written documents. Occasionally lift and move objects weighing up to 25 pounds. These requirements must be met with or without reasonable accommodations. Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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.
Job Description Job Description Description: Client Support Analyst II Location: Macon, GA About the Role: LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: Document all activities, projects, and tickets daily in the ticketing system. Handoff and document in-progress tickets before the end of each shift. Monitor ticket gateway and designated queues. Escalate issues according to IT Glue documentation. Resolve escalations from Level I team as assigned. Create or update IT Glue articles with new customer findings. Assist with ISP and vendor calls for downed services. Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). Travel up to 25-50% when assigned. Expectations: Maintain established SLA requirements for calls and tickets. Maintain customer satisfaction (CSAT) scores as defined by manager. Submit weekly timesheets by end of shift Friday. Work and document established billable hours each week. Be available for on-call weeks and during company-wide outage responses. Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: Ticketing software: Incident management and time tracking. Remote support: Running scripts and pushing approved actions. Active Directory: Strong knowledge of domain controllers, group policy, and security groups. Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. Strong knowledge of AzureAD and Microsoft 365. Microsoft Servers and network equipment: Installation, troubleshooting, and training. Proficiency with central repository for project documentation. Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. Software as assigned. Physical Requirements: Ability to handle equipment, talk, hear, read, write, and interpret documents. Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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. Requirements:
10/19/2026
Full time
Job Description Job Description Description: Client Support Analyst II Location: Macon, GA About the Role: LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: Document all activities, projects, and tickets daily in the ticketing system. Handoff and document in-progress tickets before the end of each shift. Monitor ticket gateway and designated queues. Escalate issues according to IT Glue documentation. Resolve escalations from Level I team as assigned. Create or update IT Glue articles with new customer findings. Assist with ISP and vendor calls for downed services. Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). Travel up to 25-50% when assigned. Expectations: Maintain established SLA requirements for calls and tickets. Maintain customer satisfaction (CSAT) scores as defined by manager. Submit weekly timesheets by end of shift Friday. Work and document established billable hours each week. Be available for on-call weeks and during company-wide outage responses. Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: Ticketing software: Incident management and time tracking. Remote support: Running scripts and pushing approved actions. Active Directory: Strong knowledge of domain controllers, group policy, and security groups. Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. Strong knowledge of AzureAD and Microsoft 365. Microsoft Servers and network equipment: Installation, troubleshooting, and training. Proficiency with central repository for project documentation. Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. Software as assigned. Physical Requirements: Ability to handle equipment, talk, hear, read, write, and interpret documents. Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Why 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 holidays 401K Retirement with matching contributions Excellent medical, vision, and dental insurance Life insurance and disability insurance Unlimited weeks PTO Eligible for PTO, 401k, benefits, you are a full-time employee Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready 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. Requirements: