> Markdown version of [/jobs/ext/2653552-dedicated-support-analyst-i](https://www.wearedevelopers.com/jobs/ext/2653552-dedicated-support-analyst-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Dedicated Support Analyst I - **Company:** LAYER CAKE CORP - **Location:** Detroit, MI, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Business Software, Cloud Computing, Os Ticket - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=47075733d0206c78 ## About the Role This position requires strong relationship awareness, reliability, and the ability to resolve routine technical issues while building trust with end users and stakeholders., * 0-1 years of experience in IT support, help desk, or technical customer service. * Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications. * Strong written and verbal communication skills. * Professional demeanor in client interactions. * Willingness to learn and adapt to client-specific environments., * CompTIA A+ or equivalent certification. * Experience with ticketing or PSA platforms. * Familiarity with RMM tools and remote support utilities. * Experience in an MSP or managed services environment. * Prior experience in a client-embedded or onsite support role. Compliance & Certifications * Familiarity with compliance frameworks such as CJIS Security Awareness and CMMC. * Willingness to obtain and maintain required certifications based on client needs. Physical Requirements * Ability to handle equipment and use hands for technical tasks. * Ability to talk, hear, read, write, and interpret documents. * Ability to occasionally lift up to 25 pounds (with or without reasonable accommodation). ## Description LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. In this role, you will serve as an embedded resource, supporting a specific client or client group and acting as a direct representative of LayerCake within their environment., Ticket Resolution & Service Delivery * Resolve assigned service tickets using established runbooks, knowledge base articles, and client-specific documentation. * Handle common Level 1 issues, including password resets, account management, workstation troubleshooting, printer support, and standard application support. * Escalate issues beyond current capability with clear documentation and context. Client Relationship & Communication * Build rapport with client end users and IT stakeholders. * Provide clear, proactive updates throughout the ticket lifecycle. * Maintain a professional, responsive, and reliable presence. Operational Discipline * Maintain accurate time entries for all tickets. * Follow ticket handling standards and client-specific procedures. * Adhere to assigned schedules and ensure availability during coverage windows. * Participate in on-call rotation as scheduled. Culture & Values * Uphold LayerCake's core values in all interactions with clients and internal teams. Expectations & Performance Metrics * Utilization = 85% * CSAT = 95% positive * Response SLA = 98% * Resolution Plan SLA = 95% * First Time Resolution: Improving trend * Ticket Reopen Rate = 8% * Scheduled Ticket On-Time Performance = 98% * Time Entry Accuracy = 95% Work Environment & Availability * Work environment may be remote, hybrid, in-office, or onsite depending on client engagement. * Must maintain a professional workspace with reliable high-speed internet. * Shifts are assigned based on regional coverage needs and may include staggered hours. * Must remain logged in and actively working tickets during assigned shifts. * Participation in on-call rotation is required. * Travel is not a primary function of this role. ## Related Videos - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [Dev Digest 162: AI careers, MCP, AWS best practices & floppy sweaters](https://www.wearedevelopers.com/magazine/571-dev-digest-162-ai-careers-mcp-aws-best-practices-floppy-sweaters) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)