Support Analyst I

Job Description

Job Description

Description:

Job Title: Enterprise Support Analyst I
Company: LayerCake Technologies
Location: 100% onsite in Bryan, TX

Role Overview

LayerCake is seeking a Support Analyst I to provide technical support primarily via phone and ticketing systems, with occasional onsite support as needed. This role is responsible for following established support procedures, monitoring ticket queues, and maintaining service level agreements (SLAs) for both tickets and calls.

• Document all time daily in the ticketing system, including activities, projects, and tickets
• Monitor ticket gateways and designated queues
• Ensure in-progress tickets are properly documented and handed off at the end of each shift
• Escalate issues according to documented procedures
• Create and update customer documentation and knowledge base articles
• Build strong client relationships during onsite assignments
• Travel as assigned (approximately 25–50%)

• Maintain call and ticket SLAs as defined by management
• Achieve customer satisfaction (CSAT) targets
• Submit weekly timesheets by end of shift on Fridays
• Meet established billable hour requirements
• Participate in annual goal setting and quarterly performance reviews

• Ticketing Systems: Incident management and time tracking
• Remote Tools: Ability to access systems and execute approved scripts
• Active Directory: Basic understanding of security groups, group policies, and domain controllers
• Virtualization: Familiarity with VMware and Hyper-V
• Microsoft Windows/Servers: Basic knowledge of Windows environments, server types, patching, and maintenance
• Networking: Basic troubleshooting skills, including DHCP, DNS, ping, nslookup, and traceroute

• Ability to use hands to handle and control equipment
• Ability to communicate effectively (talk and hear)
• Ability to read, write, and interpret written documents
• Occasionally lift and move objects up to 25 pounds, with or without reasonable accommodations

Employees are expected to comply with company policies, meet performance expectations, and uphold organizational values. This includes reporting any suspected violations of laws or standards of conduct and treating clients, customers, and colleagues with respect and integrity.

If this sounds like what you’re looking for, it could be a great fit—for you and for us.

Benefits of working at LayerCake:

• Be part of a fun, awesome team
• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision and dental insurance
• Life insurance and disability insurance
• Cell phone stipend
• 3 weeks PTO

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture
2. Fast-paced Flow, with a Variety of Projects
3. Collaborative Work Environment
4. Training & Certifications
5. 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.

Why Join LayerCake Technologies?

LayerCake Technologies, 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.