LocationBased out of Utah office - Pleasant Grove, Utah, USA (5 days a week in office)About the RoleThe 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.
Who You Are- 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.
Minimum Qualifications- 2+ years of experience in providing technical service desk support in a professional services environment.
- 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.
Preferred Qualifications- Bachelor's Degree or College Diploma in Information Technology or a related field is a plus.
- Prior experience in SaaS environment.
On-Camera Policy- To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
- Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
- We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
All wolves receive compelling compensation and benefits packages, including:
- Equity for all employees
- Flexible time off and paid volunteer days
- RRSP and 401k match
- Training and career development programs
- Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
- Robust Employee Assistance Program (EAP) with mental health services
- Fertility support and paid parental leave
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 laws and regulations.
The base salary range for this job family is 54,000 to 139,000 USD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
