Service Support Analyst L3

About The OrganizationEnvera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands-on team.Primary ObjectiveThe 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.Responsibilities Act as the final internal escalation point for highly technical and complex support cases involving:Credentialing systemsPhysical access controlNetwork and server infrastructureSoftware application behavior and data integrityIndependently 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.Qualifications3-5 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.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Physical AbilityThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to:Communicate and converse, maintain a stationary position (standing and sitting), move/traverse, kneel and bend. Use fingers and hands, handle, feel and reach with hands and arms for extended periods of time.Occasionally required to climb or balance; stoop; kneel, or crouchSpecific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus. Ability to occasionally lift and carry up to 25 lbsAbility to uphold the stress of occasional traveling. Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Moderate noise (i.e. business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period of time. EEO StatementEnvera Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Envera Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Envera Systems expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Envera Systems employees to perform their job duties may result in discipline up to and including discharge.