Associate IT Services Technician

About the Role

Cloudera is seeking an Associate IT Services Technician to join our IT Service team in San Jose, California. Reporting to the Manager of Global IT Services, this role provides day-to-day technical support, manages the local IT queue, handles physical hardware logistics, and ensures a high-quality service experience for the workforce.

Key Responsibilities

• Ticketing & Queue Management: Manage, triage, and resolve support requests and walk-ups via ServiceNow, adhering to service level agreements (SLAs).
• Onboarding & Offboarding: Execute technical onboarding and offboarding workflows, including user account setup, access provisioning, and IT orientation for new hires.
• Laptop Deployment & Refreshes: Build, image, configure, and deploy laptops (macOS, Windows 11, Linux); perform hardware refreshes.
• Asset & Inventory Management: Maintain accurate inventory tracking for IT assets, managing receiving, staging, shipping, and hardware returns.
• Conference Rooms & Meeting Support: Maintain and support conference rooms, A/V equipment, VoIP, and web conferencing platforms (Zoom); provide IT setup and support for meetings and events.
• Technical & Platform Administration: Provide hands-on administration and troubleshooting across endpoint environments and platforms including Google Workspace, Okta, Microsoft 365, and printers.
• Documentation & Continuous Improvement: Create and maintain internal knowledge base articles, standard operating procedures, and self-help guides.

Requirements & Tech Stack

• Experience: 0 to 2 years of hands-on Desktop Support or IT Helpdesk experience in a mixed Mac, Windows, and Linux enterprise environment.
• Technical Depth: Practical experience with MDM solutions (e.g., Jamf, Iru, AirWatch/Workspace ONE, Intune) and core SaaS platforms (e.g., Google Workspace, Okta, Active Directory, ServiceNow).
• Physical Capability: Ability to lift up to 50 lbs for equipment handling.
• Communication & Presentation: Exceptional written and spoken communication skills; ability to present and train on technology clearly.
• Mindset: "Customer-first" ethos, high empathy, ability to work independently, and ownership of work.

Qualifications

• Bachelor’s degree in a technical major, Information Technology, Computer Science, or equivalent practical experience or industry certifications (e.g., CompTIA A+, Network+).