Dedicated Support Analyst I

Description

Dedicated Support Analyst I
Location: Cumberland, GA

About the Role

The Dedicated Support Analyst I provides day-to-day onsite technical support as part of a dedicated staffing engagement assigned to a specific client or client group. This role serves as an embedded resource, with responsibility for the client relationship as well as technical support. The role focuses on being a reliable presence for the client, resolving routine technical issues, learning the client environment, and representing LayerCake in the client’s operation.

Key Responsibilities

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, basic workstation troubleshooting, printer support, and standard application support.
• Escalate issues that exceed current capabilities with thorough documentation and clear context.

Client Relationship & Communication

• Build rapport with client end users and IT stakeholders.
• Maintain a professional, responsive, and reliable presence.
• Provide clear, proactive client updates throughout the ticket lifecycle.

Operational Discipline

• Maintain accurate time entries on every ticket.
• Follow ticket handling standards and client-specific procedures.
• Adhere to the assigned schedule and maintain reliable availability during scheduled coverage windows.
• Participate in the on-call rotation as scheduled.
• Uphold LayerCake’s core values in interactions with assigned clients and internal teammates.

Qualifications

Required

• 0–1 years of experience in IT support, help desk, or a technical customer service role.
• Basic understanding of Windows and macOS operating systems, 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 and expectations.

Preferred

• 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

LayerCake serves clients in regulated industries that may require personnel to hold specific compliance certifications before accessing their environments. Familiarity with the following frameworks is expected:

• CJIS Security Awareness Certification
• CMMC (Cybersecurity Maturity Model Certification)

Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries.

Work Environment & Availability

• The position may be in-office, hybrid, fully remote, or onsite at the client’s location depending on the engagement structure.
• A professional work environment with reliable high-speed internet connectivity is required.
• Shifts are assigned based on regional coverage needs and may include staggered start times.
• The Analyst must be logged in, available, and working tickets for the full duration of the assigned shift, excluding approved breaks and meal periods.
• Participation in an on-call rotation is expected.
• Travel is not a primary function of the role.

Performance Expectations

The role's scorecard includes the following aspirational benchmarks:

• 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%
• Time Entry Skew: = 15 minutes

Final, binding performance goals will be established collaboratively with the direct manager.

Values in Action

• Lead with Ownership: Own every ticket from intake to resolution and take accountability for outcomes.
• Aligned Partnership: Coordinate effectively with teammates, supervisors, and cross-functional partners.
• You Win, We Win: Contribute to the collective performance of the team.
• Elevated Standards: Maintain high documentation, communication, and technical standards.
• Relentless Curiosity: Build technical knowledge through every ticket and work to reduce dependency on escalation.

Physical Requirements

• Ability to use hands to manipulate, handle, feel, and control items or equipment.
• Ability to talk and hear.
• Ability to see, read, write, and interpret written documents.
• Ability to occasionally lift and move objects weighing up to 25 pounds.
• These requirements must be met with or without reasonable accommodations.

Why Join LayerCake? 

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. 

Benefits:

• 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: 

1. Entrepreneurial Culture 
2. Fast-paced Flow, with a Variety of Projects 
3. Collaborative Work Environment 
4. Training & Certifications  
5. Career Growth Opportunities 

Ready for the next step?  

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.  

Please be advised we, LayerCake, participate in E-Verify.