Technology Support Specialist

Technology Support Specialist

The CrowdStrike Information Technology Service Desk (ITSD) Team is looking for a 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 escalate 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 scripting for task automation (JAMF/SCCM)
• Experience with systems management and automation including a basic understanding of Group Policy, WSUS and automation services
• Experience with basic troubleshooting and network concepts with a fundamental understanding of TCP/IP, DNS, IP addressing, connectivity troubleshooting, cabling, etc..
• Fundamental understanding of the Linux, Windows and Mac command line, services, data manipulation, installation and system operation
• Experience with VMWare or Hyper-V virtualization, including deployment, management and troubleshooting
• Mid to advanced understanding of security concepts and best practices
• Experience with mail flow and basic troubleshooting on mail systems such as Exchange and Google Apps