Help Desk Associate Jobs in Angleton, TX (NOW HIRING)

Location: Houston
Department: Professional Services / Service Desk
Reports To: PMO

At Uprite Services, we’re looking for a Technical Projects & Support Analyst – L3 to join our award‑winning team. This role is ideal for a tech‑savvy professional who enjoys solving problems, implementing solutions, and delivering exceptional service remotely and occasionally onsite.

The Senior Infrastructure Analyst – L3 is a dual‑focused role combining advanced technical support responsibilities with the planning and delivery of client infrastructure projects. This position resolves complex Level 3 support issues—including server, virtualization, networking, storage, and Microsoft 365—and serves as an escalation resource for lower‑tier technicians and the NOC team.

In addition, this role leads and executes technical projects such as infrastructure modernizations, server refreshes, cloud migrations, tenant‑to‑tenant migrations, software upgrades, security and monitoring deployments, and automation initiatives. The position works closely with project managers, vCIOs, and the NOC team to ensure successful outcomes.

Strong documentation, client communication, and cross‑team collaboration skills are essential. This position participates in on‑call rotations and supports the service desk during high‑volume periods.

Technical Project Delivery (45%)

• Lead and / or support client infrastructure projects, including:
  • Server refreshes, server consolidations, and upgrades
  • On‑prem to cloud migrations (Azure, Microsoft 365, hybrid, serverless)
  • Line‑of‑business application upgrades and hosting transitions
  • Network and Wifi infrastructure upgrades and optimization
  • Security/monitoring deployments (firewalls, Liongard, monitoring appliances)
• AI, automation, and modernization initiatives
• Apply project governance best practices: work plans, scheduling, change control, documentation.
• Collaborate with vCIOs, PMs, Service Desk, and NOC on scoping, planning, delivery, and risk mitigation.
• Deploy, maintain, and troubleshoot server and application environments.
• Maintain Project documentation and client environment configuration standards.
• Provide mentorship and knowledge‑sharing to lower‑tier technical staff.
• Participate in weekly project and technical review meetings.
• Contribute to internal initiatives focused on improving process and tools for onboarding and project workflows.

Support Analyst & L3 Escalation (45%)

• Act as an escalation point for Tier 1 and Tier 2 support teams and collaborate with the NOC team on complex troubleshooting:
  • Resolve escalated L3 technical issues from Service Desk, NOC, and client‑submitted tickets.
  • Provide advanced end‑user, server, networking, firewall, and application support.
  • Troubleshoot complex issues in virtualization (Hyper‑V, VMware), SAN/NAS, AD, GPO, VPN, and Microsoft 365.
  • Assist with domain renewals, SSL certificate lifecycle, and application deployments.
  • Collaborate with NOC on complex support, security, monitoring, and remediation tasks.
  • Communicate effectively with clients, vendors, and internal teams.
  • Support the help desk when ticket volume is abnormally high.
  • Provide technical guidance and mentoring to L1 and L2 team members.

Documentation & Administration (10%)

• Maintain and update documentation in ITGlue or other systems, including:
  • LOB configurations
  • SOPs and internal processes
  • Passwords and access information
  • Hardware/software inventories
• Maintain accurate time entry daily.
• Attend required team meetings, project meetings, and company events.
• Assist with internal process updates and operational improvements.

Skills & Abilities

• Valid driver’s license and insurance
• Ability to operate a motor vehicle
• Strong customer service skills
• Excellent communication and interpersonal skills, both verbal and written.
• Ability to work collaboratively in a team environment to get results and resolve customer needs.
• Ability to investigate and find the root cause of issues and follow through with corrective actions.
• Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
• Ability to act as a higher‑level resource for escalation
• Ability to adapt/modify troubleshooting techniques to address the situation
• Knowledge of VPN/remote access technologies
• Microsoft Hyper‑V and VMWare vCenter/ESXi
• Microsoft Azure solutions
• Windows Server/Desktop
• Networking and firewall administration
• Microsoft Exchange Administration
• Microsoft 365 Administration

Requirements

• Associate’s degree in IT or equivalent experience
• 8+ years of experience in Information Technology or related field
• 4+ years of experience in End User Support
• Valid Texas driver’s license and insurance
• Ability to occasionally travel to client sites as needed

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

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