Services Technician

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.

• 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.

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.