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 $8.1billion 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.The Role We Want You ForClayco'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 (ServiceNow), 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.The Specifics of the RoleManage, 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‑upsProvide white‑glove service for our executive staff, when necessary, with a sense of urgencyActive Directory & Exchange user account administrationPrioritize problems, incidents, and requests for proper escalation (when required) to an appropriate teamIdentify and familiarize yourself with the software and hardware utilized by the organizationSetup and support audio/video conferences and meetingsProvide first‑line‑of‑defence support and analysis for incoming security‑related incidentsPerform post‑resolution follow‑ups to help maintain excellent communication and relations with the businessWorkstation setup and cable managementCreate documentation and update the Knowledge Base regularlyShare feedback on recurring incidents to operations teamProvide after‑hours and on‑call support as needed, on a rotating scheduleRequirementsAssociate's or Bachelor's degree in an IT related discipline (preferred)A+ certification (preferred)Intermediate knowledge of Windows, Mac OS X, Android, and iOS devicesKnowledge of Information Technology Service Management (ITSM) system preferably ServiceNowKnowledge and experience with computer hardware i.e. BIOS, NIC, cablingCustomer Service/Service industry experienceMS Office Suite supportActive Directory experienceAbility to lift, up to 50 lbs.Strong interpersonal and communication skillsHungry to learn and grow in your careerEnthusiastic, hardworking, team player who demonstrates urgencySome Things You Should KnowThis 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!This position is classified as a safety‑sensitive role in accordance with applicable state and federal laws. Candidates selected for this position will be subject to a comprehensive background check, which includes mandatory drug testing.Why Clayco?2025 Best Places to Work – St. Louis Business Journal, Los Angeles Business Journal, and Phoenix Business Journal.2025 ENR Top 400 – Top Data Center Contractor (Top 3).2025 ENR Top 100 Design‑Build Firms – Design‑Build Contractor (Top 5).Discretionary Annual Bonus: Subject to company and individual performance.Comprehensive Benefits Package Including: Medical, dental and vision plans, 401(K), generous PTO and paid company holidays, employee assistance program, flexible spending accounts, life insurance, disability coverage, learning & development programs and more!CompensationThe 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.#J-18808-Ljbffr