IT Support Technician

CloudCover; San Francisco (CA); On-site; USD 65,000 - 78,000; Full time

Job summary

CloudCover is seeking an IT Support Technician for a minimum 6‑month, 100% onsite role in South San Francisco, CA. The position runs 8 AM–5 PM, Monday–Friday, with potential extensions. No sponsorships available.

You will manage the daily IT support ticket queue, provide onboarding/offboarding, and deliver Mac-first desktop support across a mixed environment including macOS, Google Workspace, Windows AD, and Microsoft 365. Strong customer service and clear communication are essential.

Qualifications

• 3–5 years of experience in desktop or IT support.
• Strong background in end-user support and ticketing systems.
• Experience supporting Mac environments strongly preferred.
• Prior biotech, life sciences, or regulated environments is strongly preferred/ideal.
• Excellent communication and customer service skills.
• Ability to work in a high-visibility, high-accountability support structure.

Responsibilities

• Manage daily IT support ticket queue and respond to end-user issues in a timely, customer-focused manner.
• Provide onboarding and offboarding support for employees.
• Deliver desktop support in a Mac-first environment.
• Administer and support macOS devices using MDM tools.
• Troubleshoot and support mixed environments including macOS, Google Workspace, Windows/AD, and Microsoft 365.
• Deliver high-touch, white-glove IT support with strong communication and service standards.
• Support a highly visible ticketing environment where IT interactions are transparent across the organization.

Skills

Desktop support

Mac support

End-user support

Ticketing systems

Communication skills

High-visibility support

Tools

Jira

Google Workspace

Microsoft 365

MDM tools

CrowdStrike

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 IT Support Technician for a minimum 6 month 100% onsite position located in South San Francisco CA. This is an 8AM-5PM Monday-Friday position with the possibility of extensions. No sponsorships available for this position.

• Manage daily IT support ticket queue and respond to end-user issues in a timely, customer‑focused manner
• Provide onboarding and offboarding support for employees
• Deliver desktop support in a Mac-first environment
• Administer and support macOS devices using MDM tools
• Troubleshoot and support mixed environments including:
  • macOS (primary)
  • Google Workspace (primary collaboration platform)
  • Windows / Active Directory (secondary environment)
  • Microsoft 365 (Office, SharePoint, Azure, VDI – limited footprint)
  • Deliver high‑touch, white‑glove IT support with strong communication and service standards
  • Support a highly visible ticketing environment where IT interactions are transparent across the organization

Tools & Technologies

• ITSM / Ticketing: Jira (Slack‑based IT support channel auto‑generates tickets)
• Security / Endpoint Tools: CrowdStrike and related enterprise security tooling
• Collaboration Platforms:
  • Google Workspace (primary)
  • Microsoft 365 (limited use)
  • AI Tools in Use (enterprise‑enabled):
    • Claude
    • ChatGPT
    • Gemini

Environment Overview

This organization operates as a biotech / tech‑bio hybrid, combining life sciences research with advanced automation and software engineering.

• ~40% of workforce consists of senior‑level developers
• Heavy use of automation, machine learning, and robotics in lab environments
• Integration between IT systems and laboratory instrumentation/softwareHighly transparent support model where IT communication channels are visible across leadership
• The culture emphasizes:
  • Strong customer service orientation
  • Fast response times and accountability
  • High visibility of IT performance and ticket handling

Required Qualifications

• 3–5 years of experience in desktop support or IT support roles
• Strong background in end‑user support and ticketing systems
• Experience supporting Mac environments strongly preferred
• Prior experience in biotech, life sciences, or regulated environments (strongly preferred / ideal)
• Excellent communication and customer service skills
• Ability to operate in a high‑visibility, high‑accountability support structure