{"schemaVersion":"jobsearcher.job.v1","id":"90768b70f01b08c8070d1b26","url":"https://jobsearcher.com/jobs/90768b70f01b08c8070d1b26","canonicalUrl":"https://jobsearcher.com/jobs/90768b70f01b08c8070d1b26","title":"Dedicated Support Analyst I","description":"Description\r\nDedicated Support Analyst I\r\nLocation:Mason, OH, 45040\r\nROLE PURPOSEThe Dedicated Support Analyst I provides onsite technical support to a specific client as part of an embedded staffing engagement. This role represents LayerCake daily while resolving day-to-day technical issues and building trusted client relationships.\r\nCULTURE & VALUESUphold LayerCake's core values in every client and internal interaction\r\nTICKET RESOLUTION & SERVICE DELIVERYResolve assigned tickets using runbooks, knowledge base articles, and client documentation\r\nHandle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)\r\nEscalate issues beyond current capability with clear documentation and context\r\nCLIENT RELATIONSHIP & COMMUNICATIONBuild rapport with client end users and IT stakeholders through professionalism and reliability\r\nProvide proactive client updates throughout the ticket lifecycle\r\nOPERATIONAL DISCIPLINEMaintain accurate time entries on all tickets\r\nFollow ticket handling standards and client-specific procedures\r\nMaintain reliable availability during scheduled coverage windows\r\nParticipate in on‑call rotation as scheduled\r\nQUALIFICATIONSRequired0–1 years of experience in IT support, help desk, or a technical customer service role\r\nBasic understanding of Windows and macOS, cloud productivity platforms, and common business applications\r\nStrong written and verbal communication skills\r\nProfessional, composed demeanor in client interactions\r\nWillingness to learn and adapt to client-specific environments\r\nPreferredCompTIA A+ or equivalent foundational certification\r\nExperience with PSA or ticketing platforms\r\nFamiliarity with RMM tools and remote support utilities\r\nExperience in an MSP or managed services environment\r\nPrior experience in a client‑embedded or onsite support role\r\nCompliance & CertificationsFamiliarity with regulated environments is expected\r\nCertifications may be required, including:CJIS Security Awareness\r\nCMMC (Cybersecurity Maturity Model Certification)Willingness to obtain and maintain certifications as required\r\nWork Environment & AvailabilityThis is an onsite role based at the assigned client's location\r\nReliable, professional presence in the client's environment is required for the duration of scheduled shifts\r\nOccasional travel may be required for meetings, training, or client needs\r\nPhysical RequirementsAbility to use hands, communicate, and interpret written materials\r\nOccasionally lift and move objects up to 25 pounds (with or without accommodation)\r\nValues in ActionLead with Ownership\r\nAligned Partnership\r\nYou Win, We Win\r\nElevated Standards\r\nRelentless Curiosity\r\nWhy Join LayerCake?\r\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.\r\nBenefits:\r\n9 paid holidays; 6 mandated holidays, 3 floating holidays\r\n401K Retirement with matching contributions\r\nExcellent medical, vision, and dental insurance\r\nLife insurance and disability insurance\r\nUnlimited weeks PTO\r\nEligible for PTO, 401k, benefits, you are a full‑time employee\r\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\r\nEntrepreneurial Culture\r\nFast‑paced Flow, with a Variety of Projects\r\nCollaborative Work Environment\r\nTraining & Certifications\r\nCareer Growth Opportunities\r\nPlease be advised we, LayerCake, participate in E-Verify.#J-18808-Ljbffr","company":"Socketdev","rawCompany":"socketdev","city":"Mason","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-09-01T01:06:53.127Z","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":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Dedicated Support Analyst I","description":"Description\r\nDedicated Support Analyst I\r\nLocation:Mason, OH, 45040\r\nROLE PURPOSEThe Dedicated Support Analyst I provides onsite technical support to a specific client as part of an embedded staffing engagement. This role represents LayerCake daily while resolving day-to-day technical issues and building trusted client relationships.\r\nCULTURE & VALUESUphold LayerCake's core values in every client and internal interaction\r\nTICKET RESOLUTION & SERVICE DELIVERYResolve assigned tickets using runbooks, knowledge base articles, and client documentation\r\nHandle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support)\r\nEscalate issues beyond current capability with clear documentation and context\r\nCLIENT RELATIONSHIP & COMMUNICATIONBuild rapport with client end users and IT stakeholders through professionalism and reliability\r\nProvide proactive client updates throughout the ticket lifecycle\r\nOPERATIONAL DISCIPLINEMaintain accurate time entries on all tickets\r\nFollow ticket handling standards and client-specific procedures\r\nMaintain reliable availability during scheduled coverage windows\r\nParticipate in on‑call rotation as scheduled\r\nQUALIFICATIONSRequired0–1 years of experience in IT support, help desk, or a technical customer service role\r\nBasic understanding of Windows and macOS, cloud productivity platforms, and common business applications\r\nStrong written and verbal communication skills\r\nProfessional, composed demeanor in client interactions\r\nWillingness to learn and adapt to client-specific environments\r\nPreferredCompTIA A+ or equivalent foundational certification\r\nExperience with PSA or ticketing platforms\r\nFamiliarity with RMM tools and remote support utilities\r\nExperience in an MSP or managed services environment\r\nPrior experience in a client‑embedded or onsite support role\r\nCompliance & CertificationsFamiliarity with regulated environments is expected\r\nCertifications may be required, including:CJIS Security Awareness\r\nCMMC (Cybersecurity Maturity Model Certification)Willingness to obtain and maintain certifications as required\r\nWork Environment & AvailabilityThis is an onsite role based at the assigned client's location\r\nReliable, professional presence in the client's environment is required for the duration of scheduled shifts\r\nOccasional travel may be required for meetings, training, or client needs\r\nPhysical RequirementsAbility to use hands, communicate, and interpret written materials\r\nOccasionally lift and move objects up to 25 pounds (with or without accommodation)\r\nValues in ActionLead with Ownership\r\nAligned Partnership\r\nYou Win, We Win\r\nElevated Standards\r\nRelentless Curiosity\r\nWhy Join LayerCake?\r\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.\r\nBenefits:\r\n9 paid holidays; 6 mandated holidays, 3 floating holidays\r\n401K Retirement with matching contributions\r\nExcellent medical, vision, and dental insurance\r\nLife insurance and disability insurance\r\nUnlimited weeks PTO\r\nEligible for PTO, 401k, benefits, you are a full‑time employee\r\nTop Reasons our Employees Love Being Part of the Blue Alliance Family:\r\nEntrepreneurial Culture\r\nFast‑paced Flow, with a Variety of Projects\r\nCollaborative Work Environment\r\nTraining & Certifications\r\nCareer Growth Opportunities\r\nPlease be advised we, LayerCake, participate in E-Verify.#J-18808-Ljbffr","datePosted":"2026-09-01T01:06:53.127Z","dateModified":"2026-09-01T01:06:53.127Z","hiringOrganization":{"@type":"Organization","name":"Socketdev","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Mason","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"90768b70f01b08c8070d1b26"},"url":"https://jobsearcher.com/jobs/90768b70f01b08c8070d1b26"}}