IT Support Analyst

About The Company Leapfrog Services, Inc. is a leading provider of managed IT services dedicated to empowering businesses and nonprofits worldwide since 1998. Our core philosophy centers around enhancing your organization’s performance through innovative technology solutions and exceptional service. We pride ourselves on being a service-oriented company that combines technical expertise with a high-touch approach, ensuring our clients receive reliable, accessible, and tailored support. Our commitment to maintaining a friendly, professional, and customer-first culture has established us as a trusted partner in the IT industry. At Leapfrog Services, we believe that technology should simplify your operations, not complicate them, which is why we focus on delivering high-quality, responsive, and personalized IT support tailored to your unique needs.

About The Role As an IT Support Analyst at Leapfrog Services, you will become a vital part of a talented and dynamic team that prides itself on delivering exceptional technical support. This role transcends the typical help desk position by emphasizing high-touch, customer-centric service and creative problem-solving. You will support Microsoft Windows Active Directory domains, utilize remote support tools to expedite issue resolution, and address client needs at all organizational levels. Your responsibilities will include troubleshooting both Windows and Apple workstation inquiries, managing user accounts, configuring mobile devices, and supporting client/server applications. This position offers an excellent opportunity for those passionate about IT support to work on multiple networks, develop their technical skills, and contribute to a team that values innovation, reliability, and customer satisfaction. The role also involves providing after-hours and weekend support on a rotational basis, with additional compensation, ensuring continuous service availability to our clients.

Qualifications Successful candidates should possess excellent analytical and problem-solving skills, with a customer-centric attitude aligned with Leapfrog’s Frogma values. Strong verbal and written communication skills are essential for effective client interactions. The ability to diagnose issues swiftly, organize and prioritize tasks efficiently, and manage client expectations is crucial. Candidates must be self-motivated, well-organized, and capable of multitasking in a fast-paced, ever-changing technology environment. Reliable transportation, a stable internet connection, and a functional home computer are necessary for after-hours on-call support and planned disaster recovery testing. Preferred qualifications include at least one year of experience in a technical Help Desk, Service Desk, or Support Center environment, along with experience troubleshooting Active Directory, Microsoft Exchange, Office 365, or Microsoft Windows Enterprise systems. An associate degree or higher in a related field from an accredited institution is preferred. Certifications such as Microsoft Office Specialist, CompTIA A+, Network+, Security+, or Help Desk Institute Support Center Analyst are highly desirable and will strengthen your application.

Responsibilities

• Provide comprehensive, multi-tiered technical support to clients, including user account management, mobile device configuration, and client/server application support.
• Remotely troubleshoot and resolve workstation issues on both Microsoft and Apple platforms within Windows Domain environments.
• Take ownership of technical issues, tracking them through to resolution while maintaining clear communication with clients and internal teams.
• Contribute to Leapfrog’s knowledge base by documenting solutions, research, and training materials to foster continuous improvement and knowledge sharing.
• Effectively communicate service outages, updates, and resolutions to clients and internal stakeholders, escalating tickets as necessary.
• Participate in after-hours and weekend support on a rotational basis, ensuring prompt assistance outside regular business hours.
• Collaborate with team members to develop innovative solutions and improve support processes.
• Maintain a professional and friendly demeanor, ensuring high levels of customer satisfaction and service quality.

Benefits

• Competitive starting salary in the range of $50,000 to $55,000 annually, commensurate with experience and skills.
• Comprehensive benefits package including medical, dental, and vision insurance.
• Life and disability insurance coverage to support your well-being.
• Access to telemedicine services for convenient healthcare support.
• 401(k) retirement plan with company matching contributions.
• Support for professional growth through certification and education programs.
• Hybrid work environment combining in-office and remote work options.
• Health and wellness programs designed to promote a balanced and healthy lifestyle.

Equal Opportunity

Leapfrog Services, Inc. is an equal opportunity employer committed to fostering an inclusive, diverse, and respectful workplace. We do not discriminate based on race, color, religion, national origin, gender, sexual orientation, age, disability, or any other protected characteristic. We believe that diverse perspectives and backgrounds drive innovation and excellence, and we are dedicated to providing equal employment opportunities to all qualified applicants. Our hiring practices are designed to promote fairness and equal access to employment opportunities, ensuring that everyone has the chance to contribute and succeed within our organization.