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