IT 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 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/software
• Highly 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