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Remote Support information

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$13

$24

$42

How much do remote support jobs pay per hour?

As of Aug 24, 2026, the average hourly pay for remote support in Brighton, MI is $24.99, according to ZipRecruiter salary data. Most workers in this role earn between $18.46 and $27.21 per hour, depending on experience, location, and employer.

What is remote support?

Remote support refers to technical assistance provided to users over the internet or other networks, without the need for a technician to be physically present. It typically involves troubleshooting computer issues, software installation, or system maintenance by accessing the user's device remotely. This allows for faster issue resolution and convenience for both the support provider and the end user. Remote support is commonly used in IT helpdesks and customer service environments.

What are remote support jobs?

Remote support jobs include positions such as remote technical support specialist, information technology support specialist, systems support specialist, and remote help desk support analyst, to name just a few. Your specific responsibilities depend on the field in which you work, and many fields, including business, healthcare, customer service, and education, employ support specialists to answer calls about hardware and software issues. Your duties also depend on the type of support you provide. Your job may focus on server or database problems, or you may work to troubleshoot systems administration issues or answer general customer questions.

What are the key skills and qualifications needed to thrive as a remote support specialist, and why are they important?

To thrive as a Remote Support specialist, you need strong problem-solving abilities, technical troubleshooting skills, and typically a background in IT or customer support. Familiarity with remote desktop tools, ticketing systems, and common operating systems is essential, and certifications like CompTIA A+ or Microsoft Certified support credentials are often preferred. Excellent communication, patience, and active listening set top performers apart in this role. These skills ensure efficient resolution of technical issues while maintaining a positive customer experience, which is critical for client satisfaction and organizational success.

What are some common challenges faced by professionals in a remote support role, and how can they be addressed?

One common challenge in Remote Support roles is effectively diagnosing and resolving issues without physical access to devices, which requires strong communication skills and proficiency with remote troubleshooting tools. Professionals may also face difficulties managing multiple support tickets simultaneously, making time management and prioritization essential. Building rapport with users remotely can be more challenging than in-person interactions, so maintaining a patient and empathetic approach is crucial. Regular training on new software and staying updated on company protocols also help Remote Support professionals deliver effective assistance.

What is the difference between Remote Support vs Help Desk Technician?

AspectRemote SupportHelp Desk Technician
CredentialsTypically requires certifications like CompTIA A+ or Network+Often requires similar certifications, such as CompTIA A+ or Microsoft Certified
Work EnvironmentProvides technical assistance remotely via phone, chat, or remote access toolsProvides support primarily via phone or in-person, often within an office setting
Employer & Industry UsageUsed across IT, tech support, and customer service industriesCommon in IT, corporate, and customer service sectors

Remote Support and Help Desk Technician roles share similar credentials and work environments, focusing on troubleshooting and resolving technical issues. Remote Support emphasizes remote assistance using remote access tools, while Help Desk Technicians may work on-site or via phone. Both roles are vital in IT support, often overlapping in skills and certifications.

More about Remote Support jobs

What job categories do people searching Remote Support jobs in Brighton, MI look for?

The top searched job categories for Remote Support jobs in Brighton, MI are:

What cities near Brighton, MI are hiring for Remote Support jobs?

Cities near Brighton, MI with the most Remote Support job openings:

Remote Support jobs near you
Infographic showing various Remote Support job openings in Brighton, MI as of August 2026, with employment types broken down into 64% Full Time, 27% Part Time, and 9% Contract. Highlights an 100% Remote job distribution, with an average salary of $51,979 per year, or $25 per hour.

Dedicated Support Analyst I

LayerCake Technologies

Dearborn Heights, MI • Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Job description

Description

Dedicated Support Analyst I

Company: LayerCake
Location: Remote


About the Role

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. 

This position requires strong relationship awareness, reliability, and the ability to resolve routine technical issues while building trust with end users and stakeholders.


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, 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 is dedicated onsite at the client's office. 
  • 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. 

Qualifications


Required
  • 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. 
Preferred
  • 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). 

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. 

Apply