Level I Help Desk 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 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.