System Support Analyst (L1)

System Support Analyst

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

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.

Key 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

What You Bring To The Table

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

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

What We Offer

We believe our team is our greatest asset. That's why we offer a comprehensive benefits package including:

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

Equal Opportunity Employer

Uprite Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ready to support clients and grow your IT career with a high-performing team? Apply today and bring your talent to The Uprite Way.