About the role
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 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.