Service Delivery Technician

Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $8.1 billion in revenue for 2025, Clayco specializes in the "art and science of building," providing fast‑track, efficient solutions for mission critical, industrial, life sciences, power & energy, aviation, commercial, institutional, residential and sports & entertainment related building projects.

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. Anyone may seem overwhelmed when starting a new job, and that is why we provide in‑depth training, detailed documentation in our knowledge base for 90% of the tickets that come in, a Service Delivery group chat for easy collaboration, and a welcoming team environment that encourages questions and provides feedback.

The opportunities for learning and growth are immense as our team resolves 80% of the tickets that come in, exposing our technicians to a wide array of technical issues that may occur with software applications, hardware, network, A/V, and phone systems. If a ticket cannot be resolved at our level, our Service Delivery team members elevate to our more advanced support teams where you are encouraged to shadow the resolution.

As a member of the Service Delivery team, you will have the opportunity to get hands‑on experience working with as well as troubleshooting 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 our executive staff, when necessary, with a sense of urgency
• Active Directory & Exchange user account administration
• Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team
• Identify and familiarize yourself with the software and hardware utilized by the organization
• Setup and support audio/video conferences and meetings
• Provide first‑line‑of‑defence support and analysis for incoming security‑related incidents
• Perform post‑resolution follow‑ups to help maintain excellent communication and relations with the business
• Workstation setup and cable management
• Create documentation and update the Knowledge Base regularly
• Share feedback on recurring incidents to operations team
• Provide after‑hours and on‑call support as needed, on a rotating schedule

• Associate's 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 Information Technology Service Management (ITSM) system preferably Service Now
• Knowledge and experience with computer hardware i.e. BIOS, NIC, cabling
• Customer Service/Service industry experience
• MS Office Suite support
• Active Directory 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.
• No other builder can offer the collaborative design‑build approach that Clayco does.
• We work on creative, complex, award‑winning,…