Technology Support Associate

CrowdStrike•Austin, TX

3d•Onsite

About The Position

The CrowdStrike Information Technology Service Desk Team is looking for a Technology Support Associate to join our team. The ITSD Team is a key component of the CrowdStrike family and is critical to the smooth and effective daily operations of all CrowdStrike team members. This position will facilitate, implement, troubleshoot, problem solve and enhance the ITSD Team’s support, systems and operational responsibilities. This is an opportunity to work in a dynamic, robust, 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. This position requires onsite presence in our Austin office 5 days per week.

Requirements

Excellent customer service skills with the ability to communicate technical information to non-technical users effectively.
Ability to work well both independently and collaboratively within a team environment.
Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, ServiceNow.
Basic knowledge of Active Directory or other directory services.
Basic understanding of network protocols, concepts, and remote access technologies (DNS, DHCP, TCP/IP).
Strong problem-solving skills and the ability to learn new technologies quickly.
Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
Familiarity with Windows, macOS operating systems and Office Suite.
Knowledge of Linux is a plus.
A collaborative team player with the willingness to learn and grow in a fast-paced IT and information security environment.
Good oral and written English communication skills, strong interpersonal skills.

Nice To Haves

Solid technical knowledge of computer hardware, operating systems, and software applications.
Proficiency in troubleshooting hardware, software, and network connectivity issues.
Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and experience with network protocols, firewalls, routers, and switches.
Ability to prioritize tasks effectively and manage multiple service desk tasks simultaneously.
Detail-oriented with a focus on delivering high-quality support and maintaining accurate documentation.
Proactive mindset with a passion for learning and staying updated on technology trends.
Knowledge of information security principles, concepts, and best practices.

Responsibilities

Serve as a front-line Service Desk support technician to provide prompt and effective technical support to CrowdStrike internal users through various channels, including service tickets, email, chat, and in-person.
Troubleshoot hardware, software, and network-related issues, ensuring prompt resolution or escalation to senior team members and/or appropriate teams for further investigation when required.
Document incidents, solutions, and procedures accurately and maintain a knowledge base for future reference.
Ensure compliance with IT policies, procedures, and security standards.
Install, configure, and maintain computer systems, software applications, and peripherals while implementing security best practices and controls.
Assist in managing user accounts, permissions, and access rights across various systems and applications with a strong emphasis on identity and access management principles.
Actively participate as a Global IT member and participate on global projects while learning fundamental IT skills.
Prepare new hire hardware for deployment and responsible for running weekly new hire orientation.
Follow ITIL best practices for incident management, service management, problem management, and change management.
Support and maintain network printers, scanners, and other peripheral devices.
Assist with the setup and support of audio-visual equipment for meetings and presentations.
Provide excellent customer service, ensuring a positive and professional experience for end-users.
Assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required.

Benefits

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
health insurance
401k
paid time off