Associate IT Endpoint Analyst

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 [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.