IT Systems & Security Analyst I

Evolver is an information technology, cybersecurity, and digital transformation company supporting national defense, federal civilian agencies, and Fortune 500 organizations. We help customers secure critical systems, modernize enterprise technology, and solve complex operational challenges through integrated technology capabilities spanning cybersecurity, enterprise IT infrastructure, cloud, software development, data analytics, legal technology and eDiscovery, applied AI, and electronic security systems. Our teams combine deep technical expertise with mission understanding to deliver secure, reliable, and scalable solutions that advance performance in high-stakes environments.

The IT Systems & Security Analyst I provides day-to-day support to our internal users, serving as the critical first point of contact. This position is responsible for providing exceptional, high-touch customer support and doing whatever it takes to directly help users resolve technology-related disruptions.

Unlike traditional helpdesk roles, this position is a foundational step in a technical career pathway focusing on Systems Administration, Cybersecurity, and IT Service Management (ITSM). Rather than deflecting issues, you will be expected to get your hands dirty, learn our technology stack, and directly assist our team members. Additionally, you’ll be hands-on with cybersecurity efforts including patching, configuration, deployment, and investigations.

This is an onsite role based at our Corporate Head Office in Reston, VA

Responsibilities

Technical Support & System Maintenance

• Serve as the first point of contact for technical support, providing excellent remote and onsite troubleshooting for workstations (Windows 11), laptops, tablets (iPads), desk phones (Vonage), and meeting spaces (Teams Rooms).
• Remotely connect to user computers to run updates, resolve operating system errors, and configure core Microsoft and cybersecurity applications.
• Assist in maintaining onsite network printers (Xerox machines) and conference room setups.
• Provide quick, proactive assistance for minor productivity and AI apps (such as WinZip, Copilot, Gemini, DocuSign).

Identity & Security Operations

• Provision new user accounts and configure hardware following security-focused Standard Operating Procedures (SOPs).
• Assist in managing basic user access controls, helping to route and execute permissions requests safely.
• Perform basic endpoint security checks, ensuring local virus protection is active and spam/phishing issues are contained.

ITSM & Asset Management (ITAM)

• Ticket Discipline: Properly log, categorize, prioritize, and document resolution steps for all incoming service requests and incidents in our ITSM ticketing platform. Avoid deflecting tickets to other teams by exhausting troubleshooting resources first.
• Hardware ITAM: Take physical ownership of incoming hardware inventory, ensuring all laptops, iPads, desk phones, and peripherals are tracked, tagged, and recorded accurately.
• Knowledge Management: Document resolution steps and contribute to the team’s internal knowledge base.

• 1 of experience of relevant IT support or customer-facing technology experience.
• Degrees or certifications in Information Technology, Cybersecurity, or a related field preferred but not required. Equivalent certifications or military experience will be considered in lieu of a degree.
• 1 year of experience with solid foundational knowledge of Microsoft Windows 11 and the M365 suite (Word, Excel, Outlook, Teams)., * 2 years of experience of relevant IT support or customer-facing technology experience.
• Knowledge and experience with Microsoft Entra, Intune, Exchange, and Sharepoint
• Exceptional customer service skills with a patient, helpful demeanor. Willingness and drive to pick up the phone and talk to people.
• Strong problem-solving and critical-thinking abilities.
• Exceptional time management and the ability to organize tasks effectively.
• High energy, enthusiasm, and a strong drive to learn systems administration and cybersecurity.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.