System Support Analyst (L1)

Uprite Services•Houston, TX

About The Position

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.

Requirements

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
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

Responsibilities

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
Provision and image PCs for new users or refreshes
Resolve printing and peripheral issues
Install and configure hardware/software and assist with replacements
Manage Active Directory and NTFS permissions
Apply and manage Group Policy settings
Assist with basic server and firewall troubleshooting
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