Dedicated Support Analyst II

Dedicated Support Analyst IILocation: Las Vegas, NVTravel Requirement: Approximately 50–80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX)About the RoleThe 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 ResponsibilitiesTicket Resolution & Service DeliveryResolve service tickets across L1 and moderate L2 complexityTroubleshoot unfamiliar issues using documentation, vendor resources, and collaborationEscalate advanced issues with detailed documentationIdentify and flag recurring issues within the client environmentClient Relationship & CommunicationServe as a primary support contact for client end users and IT stakeholdersProvide proactive updates, clear timelines, and consistent follow-throughMentorship & Knowledge SharingSupport and guide Analyst I team membersContribute to and maintain client-specific documentation and knowledge baseOperational DisciplineMaintain accurate time tracking for all ticketsFollow ticket handling standards and client-specific proceduresParticipate in scheduled on-call rotationCulture & ValuesDemonstrate company values in all client and team interactionsTake ownership of outcomes and maintain high standards in communication and documentationWork Environment & AvailabilityWork setting may vary: in-office, hybrid, remote, or client siteMust maintain a professional workspace with reliable high-speed internetExpected to be fully available during assigned shiftsQualificationsRequired1+ years of experience in IT support, help desk, or technical service deliveryWorking knowledge of: Windows and macOS administration, cloud productivity platforms, basic networking concepts, common business applicationsStrong troubleshooting and problem-solving skills beyond standard proceduresExcellent written and verbal communication skillsConsistent documentation quality and ticket managementPreferredExperience in a managed services (MSP) environmentCompTIA A+, Network+, or equivalent certificationsFamiliarity with RMM tools, PSA platforms, and documentation systemsExperience in onsite or client-embedded support rolesExperience supporting cloud-based identity and productivity environmentsCompliance RequirementsThis role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include:CJIS Security Awareness CertificationCMMC (Cybersecurity Maturity Model Certification)Certification requirements may evolve based on client needs.What Success Looks LikeOwnership of tickets from intake to resolutionStrong alignment with client workflows and expectationsHigh-quality documentation and communicationContinuous learning and reduced dependency on escalationCommitment to client success and team collaborationThis 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 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.