Desktop Support Technician

CloudCover; Durham (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

CloudCover seeks a Desktop Support Technician for a 6‑month, 100% onsite position in Durham, NC. The role runs 8:00 AM–5:00 PM, Monday through Friday, with possible extensions and no sponsorships.

This hands‑on role requires daily troubleshooting and administration of all active systems. Ideal candidates have 2+ years of Tier 1 deskside/support experience, strong customer service skills, and solid knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, and AV/room tech such as Teams Rooms.

Qualifications

• Associate degree in IT or related field preferred, or equivalent hands-on support experience.
• 2+ years of Tier 1 deskside/help desk experience in a corporate environment.
• Strong customer service mindset with the ability to communicate clearly, remain calm under pressure.
• Working knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, mobile devices, printers, docking stations.
• Experience troubleshooting conference room or audiovisual technology such as Teams Rooms, displays, cameras, microphones, speakers, cabling, and room control equipment.
• IT certifications such as CompTIA A+, Network+, Microsoft fundamentals, or ITIL Foundation preferred.
• Ability to stand or walk for extended periods, move between office areas frequently, and lift up to 50 pounds.

Responsibilities

• Document incidents, service requests, troubleshooting steps, and asset updates accurately in a ticketing/ITSM system.
• Prioritize multiple requests, follow processes, escalate appropriately, and maintain ownership through resolution.
• Work independently and collaboratively with IT, facilities, vendors, and business partners.
• Understand account access, MFA, password resets, endpoint setup, and basic IT security practices.

Skills

Customer service

Clear communication

Calm under pressure

Documentation

Team collaboration

Education

Associate degree in IT

Tools

Windows 10/11

Microsoft 365

Microsoft Teams

Outlook

Mobile devices

Printers & peripherals

Basic networking

AV systems

Teams Rooms

Job description

About CloudCover

CloudCover is a global IT service provider specializing in third‑party maintenance (TPM) and IT lifecycle management. Backed by in‑house L1–L3 engineers, OEM subject‑matter experts, and a global field service network, CloudCover helps partners and their customers simplify complex infrastructure operations. Its CoverIT™ platform unifies third‑party maintenance, professional and managed services, monitoring, contracts, assets, and ticketing into a single operating model across desktop and data center environments, while MonitorIT™ adds AI‑enabled proactive monitoring. A SOC 2–certified organization with 24/7 global support, CloudCover enables partners to deliver white‑labeled, enterprise‑grade services that reduce cost, improve uptime, and drive predictable recurring revenue. For more information, visit cloudcover.it.

Job Description

CloudCover has a customer seeking an Desktop Support Technician for a minimum 6 month 100% onsite position located in Durham NC. This is an 8AM-5PM Monday-Friday position with the possibility of extensions. No sponsorships available for this position. This is a hands on position providing daily troubleshooting and administration of all systems that are in place. The key responsibilities are as follows:

• Ability to document incidents, service requests, troubleshooting steps, and asset updates accurately in a ticketing or IT Service Management system.
• Ability to prioritize multiple requests, follow established processes, elevate appropriately, and maintain ownership through resolution.
• Ability to work independently and collaboratively with IT, facilities, vendors, and business partners.
• Basic understanding of account access, MFA, password resets, endpoint setup, and standard IT security practices.

Qualifications

• Associate degree in Information Technology or a related field preferred, or equivalent combination of technical training and hands‑on support experience.
• 2+ years of experience providing Tier 1 deskside, help desk, or service desk support in a corporate environment.
• Strong customer service mindset with the ability to communicate clearly, remain calm under pressure, and provide professional in-person support.
• Working knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Outlook, mobile devices, printers, docking stations, peripherals, and basic networking concepts.
• Experience troubleshooting conference room or audiovisual technology such as Teams Rooms, displays, cameras, microphones, speakers, cabling, and room control equipment.
• Experience supporting executives, leadership teams, visitors, or high‑touch end‑user environments preferred.
• IT certifications such as CompTIA A+, Network+, Microsoft fundamentals, or ITIL Foundation preferred.
• Ability to stand or walk for extended periods, move between office areas frequently, and lift up to 50 pounds when handling IT equipment.