IT Support Analyst

Leapfrog Services, Inc.•Brookhaven, GA

1d•$50,000 - $55,000•Hybrid

About The Position

Leapfrog Services is seeking an IT Support Analyst to provide friendly, customer-first technical support across its multi-client environment. The role supports Leapfrog clients across workstation, account, application, mobile-device, Microsoft 365, and basic network issues. The analyst owns incoming support requests from initial contact through resolution, keeping tickets documented and updated, communicating with clients and internal teams, and escalating issues when appropriate. The position participates in rotational after-hours and weekend support and may involve remote work using Leapfrog-provided equipment during on-call support or planned disaster recovery testing. Leapfrog Services provides managed IT services and cybersecurity for businesses and nonprofits. The company describes its approach as high-touch and service-first, with a culture focused on service, ownership, continuous improvement, and collaboration.

Requirements

1–3 years of hands-on experience in an IT Help Desk, Service Desk, Support Center, Desktop Support, Field Services, or similar technical support role within a business environment.
Hands-on experience supporting or troubleshooting Microsoft Windows 10/11 environments.
Hands-on experience with Active Directory user accounts, password resets, account lockouts, groups, and permissions.
Hands-on experience with Microsoft 365, including Outlook, Teams, licensing, MFA, and account access.
Experience supporting or troubleshooting workstations, applications, printers, peripheral devices, and mobile devices.
Experience supporting or troubleshooting VPN, basic network connectivity, DNS, DHCP, and common remote-access issues.
Experience working from a ticket queue and documenting troubleshooting steps, user communication, escalation details, and resolutions.
Ability to independently troubleshoot, identify relevant information, and drive issues toward resolution before escalating.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Customer-focused attitude and commitment to Leapfrog’s Frogma values.
Ability to quickly diagnose, organize, and prioritize client issues.
Ability to manage client expectations professionally and communicate clear next steps.
Ability to multitask in a fast-paced, rapidly changing technology environment.
Strong organizational skills and ability to self-direct assigned work.
Reliable transportation.
Stable internet connection and ability to work remotely using Leapfrog-provided equipment during after-hours on-call support or planned disaster recovery testing.

Nice To Haves

Experience working for a Managed Service Provider or supporting multiple client environments.
Associate degree or higher in a related field from an accredited institution.
Professional certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, or HDI Support Center Analyst.
Microsoft certifications related to Windows, Microsoft 365, Azure, or identity and access management.

Responsibilities

Provide multi-tiered technical support for Leapfrog clients.
Support user accounts and related administrative activities.
Assist with mobile device, MFA, email, and Microsoft 365 account support.
Troubleshoot workstation issues for Microsoft and Apple products in Windows domain environments.
Support client/server, cloud-based, and standalone applications.
Own incoming support requests, including phone calls and tickets; troubleshoot independently and document, update, and track issues through resolution.
Communicate service outages clearly with internal teams and client contacts.
Escalate tickets appropriately when additional support is needed.
Contribute to Leapfrog’s knowledge base as a reference, research, and training tool.
Participate in rotational after-hours and weekend support.