> Markdown version of [/jobs/ext/2988545-dedicated-support-analyst-i](https://www.wearedevelopers.com/jobs/ext/2988545-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:** Mason, OH, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Business Software, Cloud Computing, Cyber Security, Information Technology Operations - **Published:** September 18, 2026 - **Apply:** https://www.wayup.com/i-j-Dedicated-Support-Analyst-I-LayerCake-Technologies-178348243049071/ ## About the Role + 0-1 years of experience in IT support, help desk, or a technical customer service role + Basic understanding of Windows and macOS, cloud productivity platforms, and common business applications + Strong written and verbal communication skills + Professional, composed demeanor in client interactions + Willingness to learn and adapt to client-specific environments, + CompTIA A+ or equivalent foundational certification + Experience with PSA or ticketing 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 regulated environments is expected + Certifications may be required, including: o CJIS Security Awareness o CMMC (Cybersecurity Maturity Model Certification) + Willingness to obtain and maintain certifications as required, + Ability to use hands, communicate, and interpret written materials + Occasionally lift and move objects up to 25 pounds (with or without accommodation) ## Description The 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., + Resolve assigned tickets using runbooks, knowledge base articles, and client documentation + Handle common L1 issues (password resets, account management, workstation/printer troubleshooting, application support) + Escalate issues beyond current capability with clear documentation and context CLIENT RELATIONSHIP & COMMUNICATION + Build rapport with client end users and IT stakeholders through professionalism and reliability + Provide proactive client updates throughout the ticket lifecycle OPERATIONAL DISCIPLINE + Maintain accurate time entries on all tickets + Follow ticket handling standards and client-specific procedures + Maintain reliable availability during scheduled coverage windows + Participate in on-call rotation as scheduled, + This is an onsite role based at the assigned client's location + Reliable, professional presence in the client's environment is required for the duration of scheduled shifts + Occasional travel may be required for meetings, training, or client needs, 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. ## Related Videos - [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) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [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) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) ## 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) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [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)