Service Support Analyst L3

Envera Systems•Boca Raton, FL

About The Position

The Service Support Analyst L3 is responsible for delivering advanced technical support across Active Directory, DNS, networking, and database systems. This role troubleshoots complex infrastructure and data issues, supports Windows Server environments, develops and maintains SQL, Access, and VBA solutions, and collaborates with cross-functional teams while documenting processes and mentoring junior staff.

Requirements

3-5 years of experience in IT support or systems administration with hands-on involvement in infrastructure, database, and application troubleshooting.
Advanced troubleshooting experience with Microsoft Access databases (forms, queries, macros, and relational logic).
Advanced troubleshooting experience with SQL Server databases, including joins, query optimization, and performance tuning.
Advanced troubleshooting experience in Windows Server environments, including Active Directory, Group Policy, and DNS.
Advanced troubleshooting experience with network infrastructure, including TCP/IP, subnetting, VLANs, VoIP, port forwarding, routing, and firewall/switch/router diagnostics.
Strong proficiency in writing and debugging SQL queries for data analysis and issue resolution.
Strong proficiency in designing and maintaining Microsoft Access databases, including forms and reports.
Strong understanding of relational database concepts, including normalization and data integrity.
Experience creating, debugging, and optimizing VBA code to enhance Access-based applications.
Experience importing and exporting data across Excel, SQL, and Access for analysis and transformation.
Experience participating in infrastructure projects such as Active Directory migrations, DNS reconfigurations, and network redesigns or upgrades.
Demonstrated ability to analyze logs, application behavior, and data flow to isolate root causes.
Demonstrated ability to remotely troubleshoot, diagnose, and resolve issues using ScreenConnect and Remote Desktop tools.
Ability to write or review basic code and scripts (SQL, VBA, PowerShell, stored procedures) for troubleshooting purposes.
Some experience as a Developer / Junior Developer (1 - 2 years)
Ability to document technical procedures, workflows, and user guides for internal and external knowledge sharing.
Strong communication skills with the ability to clearly explain technical concepts to both technical and non-technical stakeholders.
Proven ability to prioritize, multitask, and work effectively under pressure with minimal supervision.
Ability to collaborate effectively in cross-functional teams while maintaining meticulous attention to data accuracy and technical clarity.

Responsibilities

Act as the final internal escalation point for highly technical and complex support cases involving: Credentialing systems
Physical access control
Network and server infrastructure
Software application behavior and data integrity
Independently analyze, reproduce, and resolve software issues using logs, queries, and structured testing.
Manage and maintain Microsoft Access databases and SQL Server environments, including writing complex queries, building forms/reports, and ensuring data integrity through proper relational design.
Develop and debug VBA code to automate workflows and enhance internal Access-based applications.
Investigate and resolve system behavior related to Active Directory, including user/group provisioning, Group Policy Objects (GPOs), and Organizational Units (OUs).
Troubleshoot DNS and Windows Server-related issues, including domain authentication and internal routing concerns.
Remotely diagnose and resolve network-related issues involving TCP/IP, subnetting, VLANs, VOIP, port forwarding, and routing protocols.
Interface with firewalls, routers, and switches to support remote connectivity and device-level diagnostics.
Import, export, and transform data across Access, Excel, and SQL-based systems to support integrations and reporting needs.
Collaborate cross-functionally with developers, installers, and support staff to provide technical clarity and improve issue resolution pathways.
Take proactive ownership of your learning; success in this role will require self-driven exploration, persistent questioning, and initiative in navigating undocumented systems and legacy knowledge.