Dedicated Support Analyst II

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., 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

• 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, * 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, 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), * 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

This role is ideal for someone who is building deeper technical expertise, enjoys solving complex problems, and thrives in a client-facing support environment.

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance, Disability insurance On call Remote in Anaheim, CA, * 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

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.