Dedicated Support Analyst I

Apply Description Dedicated Support Analyst I Location: Mason, OH, 45040 ROLE PURPOSE The 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 RESPONSIBILITIES CULTURE & VALUES Uphold LayerCake's core values in every client and internal interaction TICKET RESOLUTION & SERVICE DELIVERY Resolve assigned tickets using runbooks, knowledge base articles, and client documentation Handle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support) Escalate issues beyond current capability with clear documentation and context CLIENT RELATIONSHIP & COMMUNICATION Build rapport with client end users and IT stakeholders through professionalism and reliability Provide proactive client updates throughout the ticket lifecycle OPERATIONAL DISCIPLINE Maintain accurate time entries on all tickets Follow ticket handling standards and client-specific procedures Maintain reliable availability during scheduled coverage windows Participate in on-call rotation as scheduled QUALIFICATIONS Required 0–1 years of experience in IT support, help desk, or a technical customer service role Basic understanding of Windows and macOS, cloud productivity platforms, and common business applications Strong written and verbal communication skills Professional, composed demeanor in client interactions Willingness to learn and adapt to client-specific environments Preferred CompTIA A+ or equivalent foundational certification Experience with PSA or ticketing platforms Familiarity with RMM tools and remote support utilities Experience in an MSP or managed services environment Prior experience in a client-embedded or onsite support role Compliance & Certifications Familiarity with regulated environments is expected Certifications may be required, including: CJIS Security Awareness CMMC (Cybersecurity Maturity Model Certification) Willingness to obtain and maintain certifications as required Work Environment & Availability This is an onsite role based at the assigned client's location Reliable, professional presence in the client's environment is required for the duration of scheduled shifts Occasional travel may be required for meetings, training, or client needs Physical Requirements Ability to use hands, communicate, and interpret written materials Occasionally lift and move objects up to 25 pounds (with or without accommodation) Values in Action Lead with Ownership Aligned Partnership You Win, We Win Elevated Standards Relentless Curiosity 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…