Service Delivery Technician

About the role

We want you for:

The Role We Want You For: 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.

Responsibilities

• 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-defense 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
• After-hours and on-call support as needed, on a rotating schedule

Requirements

• Associates or Bachelor’s degree in an IT related discipline (preferred)
• A+ certification (preferred)
• Intermediate knowledge of Windows, Mac OSX, Android, and iOS devices
• Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow
• Exchange/Office 365 administration experience
• Knowledge and experience with computer hardware i.e. BIOS, NIC, Cabling
• Customer Service/Service industry experience
• 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

Qualifications

Some Things You Should Know: 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, high-profile jobs. The pace is fast!

Benefits

• Discretionary Annual Bonus: Subject to company and individual performance
• Comprehensive Benefits Package Including: Medical, dental and vision plans, 401k, generous PTO and paid company holidays, employee assistance program, flexible spending accounts, life insurance, disability coverage, learning & development programs and more!

Pay

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.

Schedule

No other builder can offer the collaborative design-build approach that Clayco does. We work on creative, complex, award-winning, high-profile jobs. The pace is fast!