Dedicated Support Analyst II

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 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 Please be advised we, LayerCake, participate in E-Verify. #J-18808-Ljbffr Quanexus is now Skynet Innovations