IT Support Analyst

Leapfrog Services is a managed service provider (MSP) offering high touch, high availability IT support to many of Atlanta’s most successful small businesses. We deliver extraordinary service so that our clients and their employees can be more productive. We also engineer innovative solutions so that our clients meet their business objectives.

Job Description:

Supporting numerous Microsoft Windows 2000/2003 Active Directory domains. Addressing the needs of our clients at all levels of their organization. Utilizing remote support to analyze and expedite problem resolution to ensure quality service.

Core Function:

To deliver multi-tier support on problems ranging from account problems, VPN support to Exchange Server re-configuration within our managed corporate environments.
Providing telephone support with the goal of First Call Resolution, some desk side maybe available.
Troubleshoot & make recommendations on PC inquiries/problems (Mac skills are beneficial)
Ability to work in a high energy and dynamic environment.
Document tasks so we can isolate potential problems and improve service offerings.
To effectively communicate service outages internally & externally, to escalate tickets appropriately.
Ownership of tickets as they arise and flow through the system. To confirm completion.

Why should you consider Leapfrog Services, Inc?

We provide opportunities to work on many networks, to diversify a technician’s skills.
The ability to think creatively and craft solutions, backed by a strong dedicated team.
You can build upon current customer service skills.
Career progression, this position is the entry point with many opportunities to excel.
We are a Microsoft Gold partner with access to some of their newest software and information.

Qualifications & Experience:

We are not a “regular” Helpdesk or Support Center; we are looking for extraordinary people to join an already very talented team. This is our primary requirement.
Minimum of 1 year experience within a Helpdesk environment providing Remote Support and Customer Service.
A+ is required.
Relevant MCP certification is of strong benefit and Network+ is desirable.
System Administrator experience or exposure with a Windows 2000/2003 Active Directory environment.
Working knowledge of Microsoft Office (all versions) and an understanding of Microsoft Exchange.
Experience and understanding of remote access and connectivity, such as RADIUS and VPN.
Must have ticketing system experience, ITIL framework is a plus.
Demonstrative ability to troubleshoot Windows 2000, XP and Server 2003.
Strong interpersonal skills and the ability to listen and explain solutions to non-technical users in a concise manner.
Proven ability to organize work in an efficient manner to excel in an interrupted environment.

If this is something of interest or you want to become part of our team, then email us at helpdesk2@ribbit.net