{"schemaVersion":"jobsearcher.job.v1","id":"66476f58dfe0ffd8fbd241eb","url":"https://jobsearcher.com/jobs/66476f58dfe0ffd8fbd241eb","canonicalUrl":"https://jobsearcher.com/jobs/66476f58dfe0ffd8fbd241eb","title":"Dedicated Support Analyst II","description":"Dedicated Support Analyst II\nLocation: Anaheim, CA\nTravel Requirement: Approximately 50–80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX)\n\nAbout the Role\nThe 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.\nKey Responsibilities\n\nTicket Resolution & Service Delivery\nResolve service tickets across L1 and moderate L2 complexity\nTroubleshoot unfamiliar issues using documentation, vendor resources, and collaboration\nEscalate advanced issues with detailed documentation\nIdentify and flag recurring issues within the client environment\nClient Relationship & Communication\nServe as a primary support contact for client end users and IT stakeholders\nProvide proactive updates, clear timelines, and consistent follow-through\nMentorship & Knowledge Sharing\nSupport and guide Analyst I team members\nContribute to and maintain client-specific documentation and knowledge base\nOperational Discipline\nMaintain accurate time tracking for all tickets\nFollow ticket handling standards and client-specific procedures\nParticipate in scheduled on-call rotation\nCulture & Values\nDemonstrate company values in all client and team interactions\nTake ownership of outcomes and maintain high standards in communication and documentation\nWork Environment & Availability\nWork setting may vary: in-office, hybrid, remote, or client site\nMust maintain a professional workspace with reliable high-speed internet\nExpected to be fully available during assigned shifts\nQualifications\nRequired\n1+ years of experience in IT support, help desk, or technical service delivery\nWorking knowledge of:\nWindows and macOS administration\nCloud productivity platforms\nBasic networking concepts\nCommon business applications\nStrong troubleshooting and problem-solving skills beyond standard procedures\nExcellent written and verbal communication skills\nConsistent documentation quality and ticket management\nPreferred\nExperience in a managed services (MSP) environment\nCompTIA A+, Network+, or equivalent certifications\nFamiliarity with RMM tools, PSA platforms, and documentation systems\nExperience in onsite or client-embedded support roles\nExperience supporting cloud-based identity and productivity environments\nCompliance Requirements\nThis role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include:\nCJIS Security Awareness Certification\nCMMC (Cybersecurity Maturity Model Certification)\nCertification requirements may evolve based on client needs.\n\nWhat Success Looks Like\nOwnership of tickets from intake to resolution\nStrong alignment with client workflows and expectations\nHigh-quality documentation and communication\nContinuous learning and reduced dependency on escalation\nCommitment to client success and team collaboration\nThis role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment.\nWhy Join LayerCake?\nLayerCake, 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.\nBenefits:\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\nReady for the next step?\nThe 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.\nPlease be advised we, LayerCake, participate in E-Verify.\nRequirements","company":"Layercake Technologies","rawCompany":"layercake technologies","city":"Anaheim","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-05T15:13:12.502Z","occupations":[{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Dedicated Support Analyst II","description":"Dedicated Support Analyst II\nLocation: Anaheim, CA\nTravel Requirement: Approximately 50–80% annually (Must be willing to travel to Northern CA, AZ, UT, NV, and TX)\n\nAbout the Role\nThe 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.\nKey Responsibilities\n\nTicket Resolution & Service Delivery\nResolve service tickets across L1 and moderate L2 complexity\nTroubleshoot unfamiliar issues using documentation, vendor resources, and collaboration\nEscalate advanced issues with detailed documentation\nIdentify and flag recurring issues within the client environment\nClient Relationship & Communication\nServe as a primary support contact for client end users and IT stakeholders\nProvide proactive updates, clear timelines, and consistent follow-through\nMentorship & Knowledge Sharing\nSupport and guide Analyst I team members\nContribute to and maintain client-specific documentation and knowledge base\nOperational Discipline\nMaintain accurate time tracking for all tickets\nFollow ticket handling standards and client-specific procedures\nParticipate in scheduled on-call rotation\nCulture & Values\nDemonstrate company values in all client and team interactions\nTake ownership of outcomes and maintain high standards in communication and documentation\nWork Environment & Availability\nWork setting may vary: in-office, hybrid, remote, or client site\nMust maintain a professional workspace with reliable high-speed internet\nExpected to be fully available during assigned shifts\nQualifications\nRequired\n1+ years of experience in IT support, help desk, or technical service delivery\nWorking knowledge of:\nWindows and macOS administration\nCloud productivity platforms\nBasic networking concepts\nCommon business applications\nStrong troubleshooting and problem-solving skills beyond standard procedures\nExcellent written and verbal communication skills\nConsistent documentation quality and ticket management\nPreferred\nExperience in a managed services (MSP) environment\nCompTIA A+, Network+, or equivalent certifications\nFamiliarity with RMM tools, PSA platforms, and documentation systems\nExperience in onsite or client-embedded support roles\nExperience supporting cloud-based identity and productivity environments\nCompliance Requirements\nThis role may require working within regulated client environments. Candidates must be willing to obtain and maintain relevant certifications, which may include:\nCJIS Security Awareness Certification\nCMMC (Cybersecurity Maturity Model Certification)\nCertification requirements may evolve based on client needs.\n\nWhat Success Looks Like\nOwnership of tickets from intake to resolution\nStrong alignment with client workflows and expectations\nHigh-quality documentation and communication\nContinuous learning and reduced dependency on escalation\nCommitment to client success and team collaboration\nThis role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment.\nWhy Join LayerCake?\nLayerCake, 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.\nBenefits:\n9 paid holidays; 6 mandated holidays, 3 floating holidays\n401K Retirement with matching contributions\nExcellent medical, vision, and dental insurance\nLife insurance and disability insurance\nUnlimited weeks PTO\nEligible for PTO, 401k, benefits, you are a full-time employee\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\nEntrepreneurial Culture\nFast-paced Flow, with a Variety of Projects\nCollaborative Work Environment\nTraining & Certifications\nCareer Growth Opportunities\nReady for the next step?\nThe 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.\nPlease be advised we, LayerCake, participate in E-Verify.\nRequirements","datePosted":"2026-08-05T15:13:12.502Z","dateModified":"2026-08-05T15:13:12.502Z","hiringOrganization":{"@type":"Organization","name":"Layercake Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Anaheim","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"66476f58dfe0ffd8fbd241eb"},"url":"https://jobsearcher.com/jobs/66476f58dfe0ffd8fbd241eb"}}