IT Systems & Security Support Analyst - Tier III

POSITION SUMMARY

The IT Systems & Security Support Analyst – Tier III provides advanced technical support and operational administration for enterprise technology systems, network infrastructure, Microsoft environments, identity and access management, backup and recovery solutions, and business-critical applications. This role serves as the highest level of internal technical support, resolving complex issues, performing root-cause analysis, and ensuring the reliability, security, and continuity of IT services.

The position also supports Microsoft SQL Server environments and database-dependent applications by monitoring system health, troubleshooting connectivity issues, supporting backup and recovery processes, and performing approved maintenance activities. Advanced database administration, architecture, and performance optimization responsibilities are escalated to the Director of Information Technology or designated specialists.

PRIMARY RESPONSIBILITIES

Advanced Technical Support

• Provide Tier III support for endpoints, infrastructure systems, network services, identity management, and enterprise applications.
• Troubleshoot and resolve complex hardware, operating system, software, authentication, connectivity, and performance issues.
• Perform root-cause analysis and recommend corrective actions to prevent recurring problems.
• Support employee onboarding, offboarding, device deployment, account provisioning, and access management.
• Administer approved privileged-access controls, including local administrator permissions and Windows LAPS.
• Create and maintain technical documentation, procedures, and knowledge-base articles.
• Provide guidance and escalation support to Tier I and Tier II support personnel.

Network & Infrastructure Support

• Monitor and support network infrastructure, including switches, wireless networks, firewalls, VPN services, DNS, DHCP, and internet connectivity.
• Troubleshoot network performance, routing, switching, authentication, and connectivity issues.
• Implement approved configuration changes and assist with service restoration during outages.
• Coordinate issue resolution with vendors, service providers, and technology partners.
• Escalate significant infrastructure, architectural, or security concerns as required.

Backup, Recovery & Business Continuity

• Administer and monitor enterprise backup and recovery solutions.
• Review backup jobs, alerts, retention policies, and system health to ensure successful operations.
• Investigate failures and perform approved restoration and recovery activities.
• Conduct periodic recovery testing and maintain disaster recovery documentation.
• Support business continuity initiatives and escalate potential data loss or recovery risks.

Database and Application Support

• Support Microsoft SQL Server environments and database-dependent applications.
• Monitor database availability, backups, scheduled jobs, and overall system health.
• Troubleshoot authentication, permissions, connectivity, and application integration issues.
• Assist with approved maintenance, patching, backup, restoration, and testing activities.
• Maintain documentation related to SQL environments, service accounts, dependencies, and recovery procedures.
• Escalate advanced database administration, tuning, design, and data integrity concerns.

Security, Compliance & Documentation

• Implement and support approved security controls and best practices.
• Monitor for vulnerabilities, unauthorized access, and control deficiencies and report findings appropriately.
• Participate in audits, compliance reviews, risk assessments, and security investigations.
• Assist with remediation efforts affecting endpoints, infrastructure, identity systems, and backup environments.
• Maintain accurate records of system configurations, changes, incidents, and operational procedures to support continuity and knowledge transfer.

REQUIREMENTS

• Associate's or bachelor's degree in Information Technology, Computer Science, Cybersecurity, Networking, or a related field, or equivalent education and experience.

• Three to five years of progressively responsible IT support and systems administration experience, or infrastructure support.
• Demonstrated experience providing advanced technical support within Microsoft-based environments.

KEY COMPENTCIES

• Advanced troubleshooting and problem-solving skills.
• Strong analytical and root-cause analysis capabilities.
• Excellent written and verbal communication skills.
• Customer-focused service orientation.
• Strong organizational and documentation skills.
• Ability to prioritize multiple tasks and manage competing deadlines.
• Ability to work independently while collaborating effectively with technical and non-technical stakeholders.

Technical Knowledge

• Microsoft Intune, Windows Autopilot, Microsoft Entra ID, Windows 11, endpoint management, and identity administration.
• TCP/IP networking, DNS, DHCP, VLANs, routing, switching, wireless networking, VPNs, and firewall technologies.
• Enterprise backup and recovery platforms such as Veeam Backup & Replication or equivalent solutions.
• Microsoft SQL Server, SQL Server Management Studio (SSMS), database connectivity, permissions management, and backup/recovery concepts.
• Cybersecurity best practices, including multifactor authentication, privileged access management, encryption, and least-privilege principles.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications

Typical Physical Demands and Working Conditions

• Requires regular sitting, standing, bending, and use of computer equipment. 
• Requires normal hearing and visual acuity necessary to perform job duties. 
•  Occasional lifting and movement of technology equipment may be required.