Level I Help Desk Technician

CloudCover; San Diego (CA); On-site; USD 45,000 - 55,000; Full time

Job summary

CloudCover is seeking a Level 1 Help Desk Technician for a 6 month, 100% onsite assignment in San Diego, CA. The role runs 8:00 AM to 5:00 PM, Monday through Friday, with potential extensions. Compensation aligns with entry-level support, and no sponsorships are available.

You will troubleshoot basic software and hardware issues while supporting end users via phone. Ideal candidates have 1–2 years of experience in service desk environments, with fundamentals in Windows/macOS, M365 apps, MFA,

Qualifications

• 1–2 years in a service desk/help desk or customer-facing tech support role (internships count).
• Hands-on with Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics.

Responsibilities

• Troubleshoot users over the phone with basic software and hardware issues.
• Triage tickets, document steps, and maintain SLAs/OLAs.
• Collaborate with team to mold environment to customer needs.

Skills

ServiceNow

Active Directory

Microsoft 365

Intune basics

Jamf basics

Tools

Okta/Azure AD

Zoom/Webex admin

SCCM/Autopilot

Jamf Pro

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 Level 1 Help Desk Technician for a 6 month 100% onsite position located in San Diego CA This is an 8AM-5PM Monday-Friday position with the possibility of extensions. No sponsorships available for this position. This is a Level 1 position where individuals will be assisting in troubleshooting users over the phone with basic software and hardware challenges that are taking place. We do not need a senior person but someone with a year or two experience that our customer can mold into their environment.

Key Responsibilities

• 1-2 years in a service desk/help desk or customer-facing tech support role (internships count).
• Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/Jamf basics
• Strong fundamentals: Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals.
• Excellent verbal/written communication and documentation skills; organized and calm under pressure.
• Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes.

Nice-to-Haves

• Certifications: CompTIA A+, ITIL® 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900).
• Basic scripting (PowerShell/bash) for repetitive tasks and simple automations.
• Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, Jamf Pro, or similar tools.
• Security awareness: phishing triage, disk encryption, and least-privilege concepts.