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# Dedicated Support Analyst II

- **Company:** LAYER CAKE CORP
- **Location:** Anaheim, CA, United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Business Software, Cloud Computing, Cyber Security, Document Management Systems, Networking Basics, Time Tracking Software, Software Troubleshooting, Os Ticket
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cc790af7be97b2c4

## About the Role

* 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.

## Description

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


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