IT Support Analyst

The Elevator Pitch

Are you passionate about helping others solve technology challenges? Do you thrive in fast‑paced environments and enjoy being the go‑to person for IT support? Evolv is seeking an IT Support Analyst to deliver outstanding technical assistance to our employees, ensuring smooth day‑to‑day operations and a secure, productive workplace. You’ll join a collaborative team dedicated to innovation, problem‑solving, and continuous improvement.

Success in the Role:
What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Meet with the Cybersecurity & IT team (in person and virtually).
• Begin building relationships with direct teammates and key business stakeholders.
• Develop a general understanding of Evolv’s technology landscape and start responding to immediate end‑user support requests.
• Become familiar with internal systems, processes, and people.

Within 3 months, you will:

• Independently resolve common IT support issues and elevate complex problems as needed.
• Build rapport with employees across the organization, becoming a trusted resource for technical support.
• Identify recurring issues and propose improvements to support processes.
• Present recommendations to management for review and prioritization.

By the end of the first year, you will:

• Be recognized as a reliable, efficient problem‑solver for IT support needs.
• Develop trust among the Cybersecurity & IT team and business stakeholders.
• Provide recommendations for improving support workflows and user experience.
• Demonstrate a can‑do attitude and see problems as opportunities to innovate.

The Work:
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Provide first‑line technical support for Windows, macOS, and mobile devices.
• Troubleshoot hardware, software, and network issues for end‑users.
• Manage and resolve help desk tickets, escalating as necessary.
• Support Office 365 applications (Outlook, Teams, One Drive, SharePoint).
• Assist with user account provisioning, password resets, and access management.
• Maintain endpoint security through basic monitoring and compliance checks.
• Document solutions and contribute to the IT knowledge base.
• Collaborate with the Cybersecurity & IT team to ensure consistent support coverage.
• Provide technical support for conference room equipment, including Microsoft Teams Rooms and HDMI connectivity.
• Maintain and monitor conference room technology, ensuring all equipment is operational and ready for use.

Required Qualifications

• 2+ years of experience in IT support or help desk roles.
• Strong troubleshooting skills in Windows and macOS environments.
• Familiarity with Office 365 administration and support.
• Familiarity with the Atlassian suite.
• Basic understanding of endpoint security best practices.
• Excellent communication and problem‑solving abilities.
• Experience with ticketing systems and remote support tools.

Preferred Qualifications

• Experience with Microsoft Intune, Jamf Pro, or similar device management platforms.
• Exposure to automation/scripting (Power Shell, Bash).
• Familiarity with Okta, Azure AD/Entra , Active Directory, or similar identity management solutions.
• IT certifications (CompTIA, Microsoft, Jamf, etc.) a plus.

What is the leadership like for this role? What is the structure and culture of the team?

You will join the Cybersecurity & IT team and report directly to the Director of Cybersecurity & Technology. The team culture is built on trust, collaboration, ongoing development, kindness, authenticity, courage, drive, and fun. Decision‑making is collaborative, with opportunities to recommend and implement solutions.

Where is the role located and what is the schedule?

Location:

Waltham, Massachusetts (HQ)

Training Period:
Onsite for the first 30‑45 days for training and onboarding (Monday – Friday, 8 am – 4 pm EST)

Post‑Training:
Potential flexibility for remote work, depending on individual performance and business needs

Schedule:

Monday – Friday: 11:00 am – 7:00 pm EST

Compensation and Transparency Statement

The hourly pay rate for this role is $27.00–$32.00 an hour. This role is non‑exempt, meaning you’ll be…