End User Services Administrator

Arctic Wolf Networks • Pleasant Grove, UT

15h • $54,000 - $139,000 • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• Bachelor's Degree or College Diploma in Information Technology or a related field is a plus.
• Prior experience in SaaS environment.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree