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 escalate 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, OneDrive, 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 (PowerShell, Bash). 

• Familiarity with Okta, Azure AD/Entra ID, Active Directory, or similar identity management solutions. 

• IT certifications (CompTIA, Microsoft, Jamf, etc.) are 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, 8am – 4pm EST)  

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

Schedule:  Monday - Friday: 11:00am - 7pm EST 

Compensation and Transparency Statement    

The hourly pay rate for this role is $27.00- $32.00 an hour. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. In addition to base salary, this role offers a competitive target bonus, equity, and a comprehensive benefits package. This range reflects our commitment to pay transparency and equity, in alignment with applicable state laws. Our compensation ranges are determined based on factors such as role, level, location, market benchmarks, and internal equity. The posted range represents the good-faith estimate of what we expect to pay for this role across U.S. locations. Actual compensation within the range will be based on the candidate’s skills, experience, education, and geographic location.  

Please note that the compensation details listed in role posting reflect the hourly pay rate only, and do not include bonuses, overtime pay, equity, or benefits.  

In accordance with state and local pay transparency laws—including those in California, Colorado, Massachusetts, New York, New Jersey, and others—we disclose salary ranges in all job postings and provide additional information upon request.  

During the hiring process, your recruiter will share:  

• The specific salary range for your preferred location  

• A general overview of our benefits and equity offerings  

• Insights into how compensation decisions are made, including factors that influence starting pay  

We are committed to fair pay practices, and we regularly review our compensation programs to ensure they are competitive, equitable, and aligned with our values. 

At Evolv, we’re on a mission to help make public spaces safer through innovative security technology. So, we're looking for future teammates who embody our values, people who:   

• Do the right thing, always;   

• Put people first'   

• Own it;   

• Win together; and continue to    

• Be bold, stay curious.   
     

Our Benefits Include:   

• Equity as part of your total compensation package   

• Medical, dental, and vision insurance   

• Health Savings Account (HSA)     

• A 401(k) plan (and 2% company match)   

• Flexible Paid Time Off (PTO)- take the time you need to recharge, with manager approval and business needs in mind  

• Quarterly stipend for perks and benefits that matter most to you   

• Tuition reimbursement to support your ongoing learning and development   

• Subscription to Calm   

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.  

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].  

Evolv participates in E-verify for all employees after the completion of Form I-9.