Deskside Support Analyst

The Deskside Support Analyst will provide high-quality onsite technical support for Crowd Strike 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.

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.

Support Google Suite primary and Microsoft 365 applications including Outlook, Teams, One Drive, 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.

Log, update, categorize, resolve, and close incidents and service requests in Service Now 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.

Mac-first or Mac-heavy enterprise support exposure.

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

Service Now and Jira exposure for incident, request, and workflow management.

Meeting room, AV, and workplace technology support.