End User Services Administrator

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. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations. 

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: San Antonio, Texas, 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.

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.

• Bachelor's Degree or College Diploma in Information Technology or a related field.

Preferred Qualifications

• 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.

About Arctic Wolf

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry. 

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 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. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing [email protected].  

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.