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Posted 18 hours agoEnd User Services Administrator
at Arctic Wolf
Pleasant Grove Usa, United StatesRemote
Responsibilities
- 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.
- 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.
Requirements
- Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category.
- Knowledge of when to escalate to team senior or other teams.
- 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.
- 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.
- If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
- 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.
- 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).
Experience
- Qualifications 2+ years of
Benefits
- 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 Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.
- 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.
Contact
- Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com. Security
Additional details
- At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it.
- Our global team of dedicated Pack members is driving innovation and setting new industry standards every day.
- Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award.
- Join a company that’s not only leading, but also shaping, the future of security operations.
- Location Based out of Utah office - Pleasant Grove, Utah, USA (5 days a week in office)
- 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.
- Diagnosing and resolving hardware and software issues; escalates to other IT groups as necessary.