System Support Analyst (L1)

Location: Houston | Department: Service Desk | Reports To: Service Manager

Are you an End User Support guru who thrives in a fast-paced, team-oriented environment? At Uprite Services, we’re looking for a System Support Analyst to join our award-winning team. This role is ideal for a tech-savvy professional who enjoys solving problems, supporting end users, and delivering exceptional service remotely and occasionally onsite.

Who We Are

Uprite is a trusted technology partner, providing managed IT, cybersecurity, cloud, and phone solutions to growing businesses across Texas. Our team is built on high performance and a values-driven culture called The Uprite Way, which guides how we serve clients and support one another every day. Learn more at www.uprite.com.

About The Role

As a System Support Analyst, you’ll be a vital part of the Service Team, delivering support across:

• Remote End User Support (MS365, Outlook, business apps, spam filtering, etc.)
• Hardware Setup & Troubleshooting
• Light Server & Network Administration
• Client Documentation & Knowledgebase Management

You’ll handle advanced desktop and software support, collaborate with vendors, and ensure accurate ticket documentation. This is a client-facing role with a high emphasis on communication, problem-solving, and proactive service delivery. On-call rotation is required.

Responsibilities

• End User Support (60%)
  • Provide support via phone, email, and remote tools for Microsoft 365, Outlook, spam filtering, and business applications
  • Manage Microsoft 365 administration (licensing, applications, Azure)
  • Troubleshoot user technical issues and update tickets until resolution
  • Escalate issues appropriately and engage with vendors as needed
• Hardware Support (20%)
  • Provision and image PCs for new users or refreshes
  • Resolve printing and peripheral issues
  • Install and configure hardware/software and assist with replacements
• Server & Network Support (10%)
  • Manage Active Directory and NTFS permissions
  • Apply and manage Group Policy settings
  • Assist with basic server and firewall troubleshooting
• Documentation & Admin (10%)
  • Maintain client documentation (configs, passwords, approvals)
  • Update internal processes and participate in knowledge sharing
  • Accurately track time and ticket work
  • Mentor L1 Analysts and participate in team meetings

Requirements

• Associate’s degree in IT or equivalent experience
• 2+ years of experience in IT support or a related field
• Valid Texas driver’s license and insurance
• Ability to occasionally travel to client sites as needed

Skills & Abilities

• Strong communication and customer service focus
• Solid troubleshooting and root cause analysis abilities
• Team-oriented with a high standard for quality and follow-through
• Familiar with VPNs, remote access, Hyper-V/VMware, and Microsoft 365
• Comfortable working with Windows Desktop/Server environments and basic networking

Benefits

• Medical, Dental, and Vision Insurance
• Short & Long-Term Disability
• 401(k) with Company Match
• Paid Vacation & Holidays
• Professional Growth & Career Development Opportunities