Technology Support Associate

About The Role

• The CrowdStrike Information Technology Service Desk Team is looking for a Technology Support Associate.
• This position will facilitate, implement, troubleshoot, problem solve, and enhance the ITSD Team’s support, systems, and operational responsibilities.
• This role requires onsite presence in our Austin office 5 days per week.

Key Responsibilities

• Serve as a front-line Service Desk support technician providing prompt and effective technical support to internal users through service tickets, email, chat, and in-person.
• Troubleshoot hardware, software, and network-related issues, ensuring prompt resolution or escalation.
• Document incidents, solutions, and procedures accurately and maintain a knowledge base.
• Ensure compliance with IT policies, procedures, and security standards.
• Install, configure, and maintain computer systems, software applications, and peripherals, implementing security best practices.
• Assist in managing user accounts, permissions, and access rights across various systems with an emphasis on identity and access management.
• Actively participate as a Global IT member and on global projects, learning fundamental IT skills.
• Prepare new hire hardware for deployment and run 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.
• Provide excellent customer service, ensuring a positive and professional experience for end-users.
• Assist with assigned tasks as required.

Requirements & Tech Stack

• 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: 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 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.
• 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.

Bonus Points

• 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).
• 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.