Deskside Support Engineer

TECEZE; Sunnyvale (CA); On-site; USD 65,000 - 93,000; Full time

Job summary

TECEZE is seeking a Deskside Support Analyst to provide onsite end-user support for CrowdStrike employees in Sunnyvale, CA. The role covers hardware/software issues, collaboration tools, and meeting-room technology to ensure seamless operations.

The ideal candidate will handle MacOS and Windows environments, adhere to ITSM processes, and deliver a high-quality, customer-focused user experience in a fast-paced, office-based setting.

Qualifications

• 2–6 years of deskside/desktop support experience.
• Experience supporting MacOS and Windows endpoints.
• Familiarity with ITSM processes and incident management.
• Experience with collaboration tools (Google Suite, Microsoft 365) and meeting-room tech.

Responsibilities

• Provide Level 1 deskside/desktop support for hardware, software, OS, and connectivity.
• Troubleshoot incidents on laptops, desktops, printers, peripherals, and mobile devices.
• Support MacOS and Windows endpoints, including installation, configuration, and break-fix.
• Diagnose LAN, Wi‑Fi, VPN and basic network issues.
• Prepare devices for new hires and Day-1 readiness.
• Assist with moves, role changes, and offboarding, including access coordination.
• Follow SOPs for onboarding and offboarding support.
• Provide onsite support for Zoom Rooms, Microsoft Teams Rooms, AV conferencing and meeting room gear.
• Troubleshoot meeting audio/video and screen sharing issues.
• Provide executive meeting support when required.
• Support Google Suite and Microsoft 365; Slack, Jira, Confluence.
• Coordinate with application, endpoint, security, and infrastructure teams for advanced resolutions.
• Log, update, and close incidents in ServiceNow; adhere to SLA/KPI.

Skills

Deskside support

MacOS

Windows

Wi-Fi troubleshooting

ITSM

Google Suite

Microsoft 365

End-user devices

AV/Meeting room tech

Tools

ServiceNow

Jira

Confluence

Slack

Job description

Location: Onsite - Sunnyvale, CA 94086

Office Based | Experience: 2-6 Years

Job Summary

• The Deskside Support Analyst will provide high-quality onsite technical support for CrowdStrike employees, ensuring seamless operation of end-user devices, collaboration platforms, meeting room technologies, and workplace IT services. The role requires strong troubleshooting skills across MacOS, Windows, mobile devices, enterprise applications, endpoint tools, and ITSM processes, while delivering a consistent and customer-focused user experience.

Key Responsibilities

End User Support

Provide Level 1 deskside / desktop support for hardware, software, operating system, and connectivity issues.

Troubleshoot and resolve incidents related to laptops, desktops, printers, peripherals, mobile devices, and accessories.

Support both MacOS and Windows endpoint environments, including installation, configuration, and break-fix support.

Diagnose LAN, Wi-Fi, VPN, remote access, and basic network connectivity issues.

Prepare and provision devices and accessories for new hires to support Day-1 readiness.

Support employee moves, role changes, and offboarding activities, including device recovery and access coordination.

Follow defined SOPs and checklist-driven processes for onboarding and offboarding support.

Provide onsite support for Zoom Rooms, Microsoft Teams Rooms, AV conferencing solutions, displays, cameras, microphones, and shared meeting room equipment.

Troubleshoot audio, video, screen-sharing, and presentation issues during meetings and business-critical events.

Provide white-glove / executive meeting support when required.

Application & Productivity Support

Support Google Suite primary and Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.

Assist users with collaboration and productivity tools such as Slack, Jira, Confluence, and other enterprise-approved applications.

Coordinate with application, endpoint, security, and infrastructure teams for advanced issue resolution.

ITSM & Service Operations

Log, update, categorize, resolve, and close incidents and service requests in ServiceNow or designated ITSM tools.

Adhere to defined SLA, KPI, escalation, and communication requirements.

Maintain clear ticket documentation, troubleshooting steps, user communication, and resolution notes.

Participate in problem management, root-cause analysis, and continuous service improvement activities.

Nice-to-Have CrowdStrike Environment Exposure

Mac-first or Mac-heavy enterprise support exposure.

Slack-based user support ecosystem and service-channel operating model.

ServiceNow and Jira exposure for incident, request, and workflow management.

Meeting room, AV, and workplace technology support.