Associate IT Endpoint Analyst
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 Associate IT Endpoint Analyst to be a part of making this happen.
Location: Eden Prairie, Minnesota, USA or Waterloo, Ontario, Canada (Hybrid role, 3 days a week in office)
About the Role
The Associate IT Endpoint Analyst serves as the primary point of contact for the IT Endpoint team, managing and triaging incidents, tasks, and escalations related to endpoint devices. This role is essential in ensuring efficient prioritization and coordination of incoming requests while supporting mobile device management (MDM) and endpoint operations.
With a strong knowledge of Apple and Windows operating systems and mobile device technologies, the Associate IT Endpoint Analyst handles advanced triage, diagnosing and resolving complex technical issues both remotely and in person. This role focuses on identifying root causes to prevent widespread disruptions and oversees escalations to maintain seamless team operations.
Responsibilities
Supporting, diagnosing and advanced troubleshooting end users’ Mac & Windows devices
Creating and updating documentation for both internal IT and end users
Maintaining repeatable and reusable standard operating procedures and practices
Assisting with asset and life-cycle management via ServiceNow Asset Manager
Assisting in hardware repairs and repair process improvements
Act as liaison and escalation point for IT support teams
Triage root cause for problems and be able to document & determine next steps
Help plan & coordinate resources for supporting corporate infrastructure
Assist in team resource and project planning
Assist in onboarding new team members and training
Follow and continually improve processes for Endpoint SWAT Program
Create, implement and document configuration change requests
Partner with other areas of IT such Access/Identity, Infrastructure and Service Desk to resolve open issues.
Assist with patch management and vulnerability program to remediate software CVEs
Taking direction from the IT Manager, supporting team members to provide timely completion of projects
Other duties as assigned by IT Manager
Ability to travel within US, Canada and Internationally as needed
Who You Are
Knowledge of asset and hardware life cycle management
Basic knowledge and experience with MDM – (Jamf preferred)
Team Player with proven leadership, communication, organizational, and strong interpersonal skills
Must be able to work in a team environment with a can-do attitude capable of overcoming difficult challenges
Experience working in a fast paced, team-oriented, collaborative environment and with teams across multiple locations/ time zones
Self-motivated, with keen attention to detail and excellent judgment skills
Ability to multitask and reprioritize as needed based on company needs
Security first mindset
Prior experience with end user support and root cause analysis
Proven track record of exceptional documentation and note taking
ITIL and Agile Sprint methodology understanding
Ability to effectively use verbal and written communication to explain technology to a non-technical audience
Self-starter that takes initiative
Enjoys working with end users to resolve issues and provide on the fly support and training
Minimum Qualifications
3+ years of experience in IT support role
1+ years of experience with mobile device management (Jamf & Intune preferred)
2+ years of working knowledge of MacOS Operating Systems
Preferred Qualifications
Bachelor’s degree preferred
About Arctic Wolf
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), Great Place to Work - Canada (2021-2024), and on the list of Best Workplaces in Technology (2024) in Canada. 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 & RRSP matching program
Enhanced maternity leave and fertility support services
Robust Employee Assistance Program (EAP) for mental health services
Training and career development programs
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 recruiting@arcticwolf.com.
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.