Service Delivery Technician

Role Overview

Clayco’s Service Delivery Team is not your average IT support center: our team members are highly motivated, technically proficient, difference‑makers that consistently deliver a white‑glove experience to our Clayco team members (including our Executive staff) in need of technical support. As a Service Delivery technician, you will be the first line of support for users who contact our IT Service Desk.

You will be tasked with answering incoming phone calls, replying to and documenting support tickets in our cloud ticketing platform (Service Now), and assisting team members who walk up to our support area. This will include providing outstanding customer service to our executive staff with a high sense of urgency.

Training, detailed documentation, a group chat for easy collaboration, and a welcoming team environment are provided. You will have the opportunity to resolve 80% of the tickets and expose to a wide array of technical issues from software applications, hardware, network, A/V, and phone systems. Tickets that cannot be resolved at this level are escalated to advanced support teams where you may shadow the resolution.

You will gain hands‑on experience working with state‑of‑the‑art technologies and infrastructure.

• Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner – incidents/requests will come in as phone calls, emails, and walk‑ups.
• Provide white glove service for executive staff with a sense of urgency.
• Administer Active Directory & Exchange user accounts.
• Prioritize problems, incidents, and requests for proper escalation to appropriate teams.
• Identify and familiarise yourself with the software and hardware utilised by the organisation.
• Set up and support audio/video conferences and meetings.
• Provide first‑line defense support and analysis for incoming security incidents.
• Perform post‑resolution follow‑ups to maintain excellent communication and relations with the business.
• Set up workstations and manage cable organisation.
• Create and update knowledge‑base documentation regularly.
• Share feedback on recurring incidents with the operations team.
• Provide after‑hours and on‑call support as needed on a rotating schedule.
• Travel as required.

• Associate or Bachelor’s degree in an IT related discipline (preferred).
• A+ certification (preferred).
• Intermediate knowledge of Windows, Mac OS X, Android, and iOS devices.
• Knowledge of ITSM systems preferably Service Now.
• Experience with Exchange/Office 365 administration.
• Experience with computer hardware (BIOS, NIC, cabling).
• Customer service or service industry experience.
• Proficiency in MS Office Suite support.
• Active Directory experience.
• Audio/video experience.
• Ability to lift up to 50 lbs.
• Strong interpersonal and communication skills.
• Hungry to learn and grow in your career.
• Enthusiastic, hardworking team player who demonstrates urgency.

• This position will service our clients regionally.
• Our clients and projects are nationwide; travel will be required.
• We work on creative, complex, award‑winning, high‑profile jobs.
• The pace is fast.
• This is a safety‑sensitive role. Candidates will be subject to a comprehensive background check, including mandatory drug testing.

• Discretionary annual bonus subject to company and individual performance.
• Comprehensive benefits package: medical, dental, vision, 401(k), generous PTO and paid holidays, employee assistance programme, flexible spending accounts, life insurance, disability coverage, learning & development programmes and more.

The salary range for this position considers a wide range of factors in making compensation decisions, including but not limited to education, qualifications, skills, training, experience, certifications, internal equity, and location. Compensation decisions are dependent on the facts and circumstances of each case.