What are the responsibilities and job description for the End User Services Administrator position at Arctic Wolf?
Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.
Our mission is simple: End Cyber Risk. We’re looking for an End User Services Administrator to be a part of making this happen.
Location: Eden Prairie, Minnesota, USA (required in office role 5-days a week)
About The Role
The End User Services Administrator is a hands-on, internal customer focused role, providing day to day support to Arctic Wolf employees. The Administrator’s primary accountability will be to the End User, ensuring that Arctic Wolf’s employees are equipped and able to perform their roles.
Responsibilities
At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We’ve been named among the list of Top Workplaces in USA, Minnesota (2021-2024), and Texas (2023-2024), Best Places to Work San Antonio (2023, 2024) and Minneapolis/St. Paul (2022-2024), as well as on Fortune’s Best Place to Work for Millennials (2023) and Top Technology Workplace (2023) lists.
Our Values
Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.
We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.
All Wolves Receive Compelling Compensation And Benefits Packages, Including
Security Requirements
Our mission is simple: End Cyber Risk. We’re looking for an End User Services Administrator to be a part of making this happen.
Location: Eden Prairie, Minnesota, USA (required in office role 5-days a week)
About The Role
The End User Services Administrator is a hands-on, internal customer focused role, providing day to day support to Arctic Wolf employees. The Administrator’s primary accountability will be to the End User, ensuring that Arctic Wolf’s employees are equipped and able to perform their roles.
Responsibilities
- Provide first-level office-wide support, with accountability for resolving end-user technical queries and incidents.
- Respond to incoming calls, emails, service requests, and incidents related to technical issues or requests.
- Prioritize incoming request and incidents by problem severity and business impact.
- Collaborate with other IT teams to troubleshoot incidents.
- Troubleshoot complex issues for numerous internal applications, identify appropriate solutions, and execute solutions based on unique applications knowledge.
- Create, implement, and distribute knowledge base articles to assist our user base’s day-to-day use of our applications.
- Diagnosing and resolving hardware and software issues; escalates to other IT groups as necessary.
- Knowledge of when to escalate to team senior or other teams.
- Support Arctic Wolf’s core SaaS application stack (Egnyte, O365, Slack, Okta, etc.) as well as maintaining a strong, current, knowledge of these applications through training, certification, and self-paced education.
- Strong and confident communicator with outstanding written and verbal communication skills.
- Exceptional team player who can work with a wide variety of stakeholders.
- Friendly and approachable customer facing disposition.
- A collaborative mindset and ability to find common ground when working with other internal teams.
- Excellent organizational skills and attention to detail, with the ability to pivot and change direction as needed.
- Problem solving mindset with the ability to use good judgment when balancing competing priorities.
- Ability to think logically and work well under pressure.
- Ability to manage and prioritize multiple competing priorities.
- Ability to lift computer equipment weighing up to 25 lbs.
- Ability to adjust to changing workload demands and schedules.
- 2 years of experience in providing technical service desk support in a professional services environment.
- Bachelor's Degree or College Diploma in Information Technology or a related field.
- Excellent understanding of MacOS, Windows, and/or Linux.
- Understanding of Networking Fundamentals (TCP/IP, DNS, DHCP, etc.)
- Experienced with setting up computer workstations with devices such as docking stations, printers, monitors, and cabling.
- Experience with ServiceNow, Jira, Confluence, Okta, Slack, O365 suite.
At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We’ve been named among the list of Top Workplaces in USA, Minnesota (2021-2024), and Texas (2023-2024), Best Places to Work San Antonio (2023, 2024) and Minneapolis/St. Paul (2022-2024), as well as on Fortune’s Best Place to Work for Millennials (2023) and Top Technology Workplace (2023) lists.
Our Values
Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.
We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.
All Wolves Receive Compelling Compensation And Benefits Packages, Including
- Equity for all employees
- Flexible time off, paid volunteer days, and paid parental leave
- 401k matching program
- Enhanced maternity leave and fertility support services
- Robust Employee Assistance Program (EAP) for mental health services
- Training and career development programs
Security Requirements
- Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
- Background checks are required for this position.
- This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.
