Services Technician

CloudCover; San Diego (CA); Sur place; USD 30 000 - 39 000; Plein temps

Résumé du poste

CloudCover seeks a Services Technician for a 1-year, 100% onsite assignment in San Diego, CA. Typical hours are 8 AM–5 PM, and the role focuses on hands-on IT support across desktop hardware, Windows OS, VOIP, and network services.

You will generate performance reports, contribute to the knowledge base, train staff, manage inventory, and escalate issues per SOPs while delivering timely, accurate ticket resolution.

Qualifications

• 4 years of experience in IT systems oversight.
• Ability to interpret support metrics to improve Help Desk functions.
• Sitting, standing, walking, bending, crouching, or stooping as part of duties.
• Extensive experience with desktop hardware/software, Windows OS, system access/passwords/security, printing, networking, VOIP, and related IT services.
• Experience initiating purchasing of hardware and software, receipt and inventory tracking.
• Ability to prioritize urgent requests and escalate to management for major outages.
• Coordinating with IT groups to fulfill user requests or resolve issues.
• Flexible, task-oriented and driven to produce results under aggressive timelines.
• Collaborates with multi-disciplinary teams in a fast-paced environment.
• Easily masters complex technical equipment and works well with others.
• Self-motivated and able to work independently.

Responsabilités

• Generate ticket status reports and customer service metrics.
• Create knowledge base articles; deliver training and coach Help Desk staff.
• Replace hardware components; install software via remote tools; liaise with vendors.
• Provision VOIP devices; support Windows OS, network connectivity, and related IT services.
• Escalate tickets to appropriate level; maintain high-quality service and follow-up.
• Onboard new staff by imaging laptops and providing training.
• Manage inventory of IT equipment and supplies.
• Perform other assignments as directed by Help Desk Manager.
• Provide internal user support for desktop hardware/software, Windows, system access/security, printing, and network issues.
• Deliver high-quality service and proactive follow-up to meet requirements.

Connaissances

IT systems oversight

Metrics interpretation

Hardware & software support

Windows OS

VOIP support

Network connectivity

Purchasing & inventory

Ticket escalation

Team coordination

Independent working

Multitasking

Outils

Remote desktop tools

Description du poste

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 a Services Technician for a 1 year 100% onsite position located in San Diego CA. The position will be normal business hours 8AM-5PM. The responsibilities of this position are as follows:

• Assist with generating ticket status reports and customer service metrics to meet department analytical needs.
• Contribute to the creation of technical knowledge base articles, deliver technical training to customers, and coach direct reports in daily Help Desk duties.
• Replace computer hardware components in offices and labs, install computer software using remote desktop tools, and interact with software and hardware vendors to setup lab equipment.
• Provision VOIP devices and provide technical and troubleshooting support to Windows operating system software, network connectivity issues, and related IT services.
• Escalate support tickets to the appropriate level for timely resolution while maintaining high quality service and excellent follow up to meet customer service requirements.
• Must be able to onboard new team members by imaging laptops and provide new employee training.
• Manage an inventory of all IT related equipment and supplies.
• Perform other related assignments as necessary or as assigned by the Help Desk Manager.
• Provide technical and troubleshooting support for internal users on the following: desktop hardware and software, Windows operating systems and programs, system access/passwords/security, printing, and network connectivity issues, VOIP, and related IT services.
• Provide high quality service and excellent follow up to meet customer service requirements.

Qualifications:

• 4 years of experience in industry with IT systems oversight.
• Ability to interpret support metrics to improve Help Desk functions.
• Withstand sitting, standing, walking, bending, crouching, or stooping.
• Extensive experience in the following: desktop hardware and software, Windows operating systems, system access/ passwords/ security, printing, and network connectivity, VOIP, and related IT services.
• Experience initiating purchasing of hardware and software, receipt and inventory tracking.
• Track record of independently managing and prioritizing urgent requests from customers and alert appropriate management for escalation on major outages and issues.
• Significant experience in coordinating with various IT groups in fulfilling users’ requests or resolving issues based on established guidelines.
• Task-oriented, organized and driven to produce results with aggressive timelines.
• Works collaboratively with multi-disciplinary groups in a fast-paced work environment.
• Easily masters complex technical equipment.
• An aptitude for working well with others.
• Self-motivated and ability to work independently.