Associate IT Services Technician

Business Area:

Seniority Level:

Job Description:

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Cloudera is looking for a hands-on Associate IT Services Technician to join our IT Service team based in San Jose, California. Reporting directly to the Manager of Global IT Services, you will be responsible for providing day to day technical support, managing our local IT queue, handling physical hardware logistics, and ensuring a high quality, continuous service experience for our workforce.

Building on our culture of high customer satisfaction, you will work as an active team member providing prompt troubleshooting, conference room maintenance, end to end asset lifecycle management, and direct end user assistance. This role requires a balance of operational focus, hands-on technical troubleshooting, local asset handling, and seamless alignment with our global IT roadmap.

As an Associate IT Services Technician, you will:

• Ticketing & Queue Management: Manage, triage, and resolve incoming support requests and walk-ups through ServiceNow, maintaining high responsiveness and adherence to service level agreements (SLAs).
• Onboarding & Offboarding: Execute complete technical onboarding and offboarding workflows including setting up user accounts, provisioning access across corporate platforms, and delivering engaging IT orientation and training for new hires.
• Laptop Deployment & Refreshes: Build, image, configure, and deploy laptops (macOS, Windows 11, Linux) for new hires as well as perform scheduled hardware refreshes for existing employees.
• Asset & Inventory Management: Maintain accurate inventory tracking for all local and remote IT assets, overseeing 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 real-time IT setup and support for critical company meetings and events.
• Technical & Platform Administration: Provide hands-on administration and troubleshooting across a mixed endpoint environment and key enterprise platforms, including Google Workspace, Okta, Microsoft 365, and local and remote printers.
• Documentation & Continuous Improvement: Create and maintain internal knowledge base articles, standard operating procedures, and self help guides to help employees work effectively.

We are excited if you have:

• 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 using MDM solutions (such as Jamf, Iru, AirWatch/Workspace ONE, Intune) and core SaaS platforms (including Google Workspace, Okta, Active Directory, ServiceNow).
• Physical Capability: Ability to lift up to 50 lbs to unbox, rack, move, and deploy computer equipment and office peripherals.
• Education: Bachelor’s degree in a technical major, Information Technology, Computer Science, or equivalent practical experience or industry certifications (such as CompTIA A+, Network+).
• Communication & Presentation: Exceptional written and spoken communication skills; comfortable presenting to and training groups of coworkers on new technology in a clear, simple manner.
• Mindset: Strong "customer-first" ethos, high empathy, ability to work independently with minimal supervision, and pride in taking ownership of your work.

This position is not eligible for sponsorship.

The expected base hourly rate for this role in:

• California is $33-$37 an hour

The salary will vary depending on your job-related skills, experience and location.

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

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