IT Infrastructure AnalystThe Elevator Pitch
Join our IT team as an Infrastructure Analyst and play a pivotal role in expanding our bandwidth to support Evolv's growing team. Face the challenge of providing top-tier IT support and removing roadblocks efficiently, making a direct impact on our strategic initiatives. With a focus on customer service excellence, help us empower our internal customers to serve theirs effectively. Your contributions will not only enhance our IT services but also reinforce Evolv's reputation as a premier employer. Embark on a journey of professional growth, becoming well versed in our tech stack and processes, and becoming a key player in our mission to deliver seamless IT support.
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:
- Participate in EvolvED, our new hire orientation program
- Get acquainted with the IT team's structure, individual roles, and responsibilities to understand how the team operates and collaborates.
- Begin learning the company's technical environment, including the software, systems, and networks in use.
- Start addressing easier support tickets to get comfortable with common issues and the ticketing system, demonstrating initial competency in problem-solving and customer service.
Within 3 months, you will:
- Fully understand all of IT's service offerings and the technology stack the company uses. This includes all software, tools, and platforms critical to the company's operations.
- Learn and actively participate in the company's on/offboarding processes, ensuring smooth transitions for new and departing employees.
- Gain proficiency in servicing all conference rooms, ensuring all technology and systems are operational and meet the company's needs.
- Develop relationships within the team and with other departments, becoming a reliable and trusted member of the IT team.
By the end of the first year, you will:
- Achieve the ability to cover for team members' vacations, indicating a comprehensive understanding of the IT operations and responsibilities.
- Understand the core processes well enough to suggest and implement improvements, contributing to the efficiency and effectiveness of IT services.
- Work on several IT projects, showing initiative, project management skills, and the ability to contribute significantly to the team's goals.
- Produce detailed internal documentation to aid in repeatability and efficiency for common tasks and procedures.
- Participate in the oncall rotation, demonstrating reliability, problem-solving skills, and the ability to handle emergencies or issues outside of regular working hours, demonstrating a strong understanding of the infrastructure that directly impacts end users, ensuring high levels of service and support.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Team Engagement:
- Actively participate in team meetings, standups, and contribute to IT and cybersecurity projects, demonstrating strong collaborative skills.
- Personal and Technical Development:
- Commit to continuous learning to enhance both technical abilities and customer service skills, ensuring you remain adaptive and proficient in the latest technologies.
Customer Service:
- Deliver exceptional support and service, efficiently addressing and resolving issues to maintain high customer satisfaction.
Problem-Solving:
- Engage in resolving various Jira ticket requests, showcasing the ability to analyze issues, prioritize tasks, and implement effective solutions promptly.
Technical Proficiencies:
- Project and Issue Tracking: Experienced with Jira/Confluence for project management and issue tracking.
- Communication Tools: Proficient in Slack for internal communications.
- Microsoft Ecosystem: Knowledgeable in M365/Office365/Exchange Online for collaboration and communication.
- Identity and Access Management: Familiar with Entra/Azure and Okta for secure identity and access management.
- Device Management: Skilled in using InTune and JAMF for comprehensive device management.
- Collaboration Platforms: Experienced with Zoom and SharePoint for effective communication and collaboration.
Our Tech Stack:
- Jira/Confluence
- Slack
- M365/Office365/Exchange Online
- Entra/Azure
- Okta
- InTune
- JAMF
- Zoom
- SharePoint
What is the leadership like for this role? What is the structure and culture of the team?
- You will join the Cybersecurity and IT organization as a direct report of the Director of IT Services
- Evolv and th