Technology Support Specialist

CrowdStrike; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

CrowdStrike is seeking a Technology Support Specialist for the IT Service Desk in Sunnyvale. You will respond to internal requests, troubleshoot Windows, macOS and Linux, and manage endpoints via SCCM, Jamf and AirWatch.

You will assist with onboarding, document new procedures, and collaborate with teams to improve service delivery while delivering world-class support.

This onsite role requires strong communication, problem-solving, and the ability to lift up to 50 lbs.

Qualifications

• Excellent communication and patience in handling internal support requests.
• Ability to explain technical concepts to non-technical users.
• Strong time management and prioritization skills.
• Knowledge of OS concepts and Active Directory account management.
• Understanding of security best practices and real-world applications.
• Experience with AI technologies to enhance workflows.
• Fluent English communication; able to lift 50 lbs.

Responsibilities

• Serve as a front-line Service Desk team member for internal customers.
• Maintain and troubleshoot Windows, macOS, and Linux environments.
• Manage CrowdStrike endpoints via SCCM, Jamf and AirWatch; monitor and patch devices.
• Improve application usability and interoperability; document processes.
• Configure new-hire systems and on-boarding for new employees.
• Collaborate with IT Service Desk and other teams on projects.
• Provide on-site IT support in Sunnyvale and occasional travel to remote offices.

Job description

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn't changed - we're here to stop breaches, and we've redefined modern security with the world's most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We're always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

The CrowdStrike Information Technology Service Desk (ITSD) Team is looking for an Technology Support Specialist to join our team. The ITSD Team is a key component of the CrowdStrike global team and is critical to the smooth and effective daily operations of all CrowdStrike team members. This position will facilitate, implement, troubleshoot, and problem solve in support of our internal CrowdStrike users. Additionally, they will work to enhance the ITSD Team's service delivery, systems, and operational process and procedures.

This is an opportunity to work in a dynamic, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, solving difficult problems, coming up with creative and unorthodox solutions and thinking well on their feet, all in support of providing world-class customer service.

This position requires onsite presence in our Sunnyvale office 5 days per week.

What You'll Do:

• Serve as a front-line Service Desk team member by managing inbound support requests and facilitating resolution for our internal customers
• Maintain an operational knowledge of the latest Mac, Windows and Linux OS server and desktop features, best practices and system/application configurations
• Manage CrowdStrike endpoints via SCCM, Jamf and AirWatch. This includes monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop, desktop and mobile systems
• Contribute to streamlining, optimizing and simplifying employee application experiences, improving application usability and interoperability, testing new application releases and researching new solutions to customer demands or recurring problem sets
• Configure new-hire systems and perform IT on-boarding for new employees
• Act as a local resource for hands-on and eyes-on assistance in the server/networking room
• Potential occasional travel to remote offices for similar projects
• Collaborate with IT Service Desk Team members and other teams' subject matter experts when working on projects or new initiatives
• Implement, improve and document new and existing policies, procedures and processes for various IT systems
• Maintain inventory and assist with asset procurement, delivery and shipping
• Provide support for A/V equipment in office conference rooms
• Assist in supporting employees in the office as necessary
• Assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required

What You'll Need:

• Effective communication, patience, tenacity and follow-through in tracking, troubleshooting and bringing to resolution internal customer support calls
• Ability to explain complex technical concepts/procedures/policies to non-technical internal customers; collaborate and coordinate with members of other teams to track, isolate and resolve technical issues
• Strong task and time management skills with the ability to prioritize, triage, resolve and escal[...] in an efficient and effective manner
• Intermediate knowledge of OS concepts and Active Directory account creation and maintenance with some OU and Security Group management
• Tangible understanding of security best practices, worst practices, concepts and real-world applications
• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
• Must have effective written and verbal communication skills; speak fluent English
• Must be capable of lifting 50lbs

Bonus Points:

• Experience with scripting or reverse engineering scripts in PowerShell, Bash, Python with exposure to scrip