IT Support Analyst

This is not a “regular” Help Desk or Service Desk role. We are looking for someone with 1-3 years of hands-on technical support experience in a business environment, capable of troubleshooting Windows workstations, applications, user accounts, Microsoft 365, MFA, printers, and basic network connectivity. Experience working for an MSP or supporting multiple client environments is strongly preferred.

If you enjoy solving problems, communicating clearly, and working with a team that values service, ownership, and continuous improvement, this could be your next leap forward!

What You’ll Do

• Provide best-in-class, 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.
• Assume ownership of incoming support requests, including phone calls and tickets, independently work through appropriate troubleshooting steps, and keep issues documented, updated, and tracked 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.

What You’ll Bring

• 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.
• Hand-on experience supporting or troubleshooting:
• Microsoft Windows 10/11 environments
• Active Directory user accounts, password resets, account lockouts, groups, and permissions
• Microsoft 365, including Outlook, Teams, licensing, MFA, and account access
• Workstations, applications, printers, peripheral devices, and mobile devices
• 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 work through appropriate troubleshooting steps, 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 the ability to self-direct assigned work.
• Reliable transportation.
• Stable internet connection and ability to work remotely using Leapfrog-provided equipment when participating in after-hours on-call support or planned disaster recovery testing.

Preferred Experience & Qualifications:

• 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+
• HDI Support Center Analyst
• Microsoft certifications related to Windows, Microsoft 365, Azure, or identity and access management

• Competitive salary: $50,000-$55,000, based on experience.
• Comprehensive benefits: medical, dental, vision, life, and disability.
• Telemedicine and wellness programs.
• 401(k) with company match.
• Education/certification support.
• Hybrid work environment.
• Growth opportunities in a fun, collaborative, service-focused culture.

About Leapfrog Services

Leapfrog Services provides managed IT services and cybersecurity for businesses and nonprofits. Since 1998, we’ve believed technology should enhance business, not get in the way.

We deliver technical expertise with a service-first approach - high-touch, not high-stress.

If you enjoy helping people, solving technical problems, and being part of a team that takes service seriously, Leapfrog might be just the pond you’re looking for.