Desktop Support Technician

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, escalate 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.