IT Support Analyst
Location: US, GA, Atlanta
Employment type: Full-time
Required experience: Associate
Industry: Information Technology and Services
Function: Information Technology
Company profile: Leapfrog Services provides managed IT services for businesses and nonprofits worldwide.Founded in 1998 with the philosophy that IT should enhance your business, not get in the way of it, we consider ourselves to be a service company—one that delivers the highest possible level of technological expertise, with an unwavering dedication to extraordinary service. In our world, high-tech doesn't mean high-jargon or high-stress—it means high-touch and high-availability. Our IT services and solutions include: network management; data backup; data security; server hosting and support; collocation; 24/7 support and field services; disaster recovery; and expert consulting for IT planning, asset management and procurement. Our Help Desk provides support for an extensive range of technologies, including printers and mobile devices, and resolves 98% of issues during the first call. Leapfrog has consistently earned a client retention rate of around 95%, ever since pioneering IT outsourcing and remote IT management. By providing smarter, more reliable IT solutions that are also sustainable and scalable, Leapfrog helps your entire team be more productive, while optimizing your IT investment. If you absolutely love working with leading-edge technology, want to be part of a fun, service-based culture and prefer the security of an established company with growth opportunities and excellent benefits, Leapfrog is just the pond you're looking for!
Description: As an IT Support Analyst, you will be part of a very talented team – this is not a “regular” Help Desk or Support Center – and your role as a qualified, friendly, high-touch service provider is key to this position. You will support numerous Microsoft Windows 2003/2008/2012 Active Directory domains, use remote support to analyze and expedite problem resolution to ensure quality service, and address clients’ needs at all levels of their organization.This is an excellent opportunity to think creatively and craft solutions while working on many different networks backed up by leadership and a strong, dedicated team!
Requirements: Ability to listen first and then respond, often explaining and translating technical solutions    to non-technical usersInnate desire to continually learn and grow, as well eagerly share knowledgeCollaborative and team-oriented spiritThe ability to focus and organize work effectively in a high-energy, dynamic environmentExemplary customer service and interpersonal skillsTechnical:Minimum of 2 years’ experience performing system administration functions in a corporate/ business environment, with Active Directory Administration experienceStrong fundamental troubleshooting skills and the ability to apply those skills to assist troubleshooting on a wide range of information systems and applicationsDemonstrative ability to troubleshoot Windows XP/Vista/7/8 Professional+ workstation and Windows Server platform 2003/2008/2012Process and change management experience is a huge plus (ITIL framework and ticketing system)Working knowledge of Microsoft Office (all versions) and Exchange managementFunctional understanding of Networking and related technologiesRelevant certifications are of strong benefit (MS, CompTia)Fundamental knowledge of Apple OS/Hardware is desirableEssential DutiesDeliver multi-tiered and multi-faceted technical support and system administration solutions ranging from:-User Account and related administration issues-Handheld device configuration/Email support-Client/Server and Stand-alone Application supportTroubleshoot and resolve workstation inquiries/problems (Leapfrog supports both Microsoft and Apple products in Windows Domain environments)Assume ownership of issues as they arise and follow through the system to completionProactively build our dynamic knowledgebase to aid in reference, research, and continual trainingEffectively communicate service outages internally and externally, and escalate tickets appropriatelyProvide after-hours and weekend support on a rotational basis (additional compensation)
Benefits: Leapfrog Services provides managed IT services for businesses and nonprofits worldwide. Founded in 1998 with the philosophy that IT should enhance your business, not get in the way of it, we consider ourselves to be a service company—one that delivers the highest possible level of technological expertise, with an unwavering dedication to extraordinary service. In our world, high-tech doesn't mean high-jargon or high-stress—it means high-touch and high-availability.Our IT services and solutions include: network management; data backup; data security; server hosting and support; collocation; 24/7 support and field services; disaster recovery; and expert consulting for IT planning, asset management and procurement. Our Help Desk provides support for an extensive range of technologies, including printers and mobile devices, and resolves 98% of issues during the first call. Leapfrog has consistently earned a client retention rate of around 95%, ever since pioneering IT outsourcing and remote IT management. By providing smarter, more reliable IT solutions that are also sustainable and scalable, Leapfrog helps your entire team be more productive, while optimizing your IT investment.If you absolutely love working with leading-edge technology, want to be part of a fun, service-based culture and prefer the security of an established company with growth opportunities and excellent benefits, Leapfrog is just the pond you're looking for!
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