Dedicated Support Analyst III

Description

• Lead with Ownership: Own every ticket from intake to resolution, follow through on commitments, and take accountability for outcomes. 
• Aligned Partnership: Adapt to the client’s working style and culture while maintaining LayerCake’s standards. 
• You Win, We Win: Treat the client’s success as personal success. 
• Elevated Standards: Maintain high documentation quality, communication standards, and technical rigor on every ticket. 
• Relentless Curiosity: Build technical knowledge through every ticket, expand capabilities, and reduce dependency on escalation.  

• Use hands to manipulate, handle, feel, and control items or equipment. 
• Talk and hear. 
• See and read. 
• Write and interpret written documents. 
• Occasionally lift and move objects weighing up to 25 pounds. 
• These requirements must be met with or without reasonable accommodations.

• 1+ years of experience in IT support, help desk, or a technical service delivery role. 
• Working knowledge of Windows and macOS administration, cloud productivity platforms, basic networking concepts, and common business applications. 
• Demonstrated ability to troubleshoot beyond runbooks using logical problem-solving and available resources. 
• Strong written and verbal communication skills. 
• Consistent track record of documentation quality and ticket hygiene.  

• Experience in an MSP or managed services environment. 
• CompTIA A+, Network+, or equivalent certifications. 
• Familiarity with RMM tools, PSA platforms, and documentation platforms. 
• Experience in a client-embedded or onsite support role. 
• Experience supporting cloud-based identity and productivity environments.  

• The position may be in-office, hybrid, fully remote, or onsite at the client’s location depending on the engagement structure. 
• A professional work environment with reliable high-speed internet connectivity is required. 
• Shifts are assigned based on regional coverage needs and may include staggered start times. 
• The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods. 
• Participation in an on-call rotation is expected. 
• Travel is not a primary function of this role.  

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

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.