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About the Role

Clay is scaling rapidly, and the IT function is new. The IT Support Team will serve as the primary point of contact for requests, manage the support queue, and partner with the Head of IT to develop the helpdesk's operational framework. The role focuses on service delivery, including triaging requests, resolving issues efficiently, and providing reliable, responsive support to employees. You will also collaborate with the Head of IT to configure workflows and enhance processes within an AI-powered ITSM platform to improve efficiency as Clay expands.

Responsibilities

Serve as the primary IT contact, triaging and resolving requests related to access, software provisioning, onboarding/offboarding, hardware support, and general helpdesk needs.
Manage the end-to-end execution of onboarding and offboarding processes, including account provisioning/deprovisioning and hardware coordination.
Partner with the Head of IT to configure and enhance the ITSM platform, defining request categories, building intake workflows, and managing queues.
Support office technology, including conference room AV, networking equipment, and peripherals, to ensure seamless employee operations.
Administer the SaaS stack, including Google Workspace, Slack, Zoom, and Notion, by managing user provisioning, settings, and overall system hygiene.
Handle hardware logistics, coordinating device provisioning, shipping, receiving, and basic asset tracking.
Document owned processes, identify request patterns, and propose improvements or automations for recurring tasks to enhance helpdesk efficiency over time.

Requirements

3 to 5 years of experience in IT support, helpdesk, or a similar role.
Strong service delivery skills, including prioritization, queue management, and clear communication for request resolution.
Hands-on experience configuring and managing ITSM platforms.
Broad SaaS administration experience with platforms such as Google Workspace, Slack, Zoom, and Notion.
Familiarity with office technology, including conference room AV, networking equipment (e.g., Meraki), and common peripherals.
Experience supporting end-to-end onboarding and offboarding workflows.
Technical proficiency in SaaS platforms, macOS, and basic identity and access management tasks.
An AI-forward mindset, utilizing AI tools to enhance efficiency and support experience.
A process-oriented approach to identifying and resolving inefficiencies.
Clear communication skills, fostering trust and ensuring effective issue handling.

Skills

IT Support
Helpdesk Management
Service Delivery
ITSM Platform Configuration
SaaS Administration
Google Workspace
Slack
Zoom
Notion
Hardware Support
Onboarding/Offboarding
AV Support
Networking Equipment
Identity and Access Management
AI Tools
Process Improvement
Communication

Location

Remote

Work Type

Full-time

Experience Level

3-5 years

Benefits

Access to world-class coaches specializing in creativity, management, and more.

About the Company

Clay's mission is to empower organizations to realize any growth idea through creativity and iteration.
The company utilizes unique data, signals, and AI research to help customers with go-to-market strategies.
Clay has secured significant funding, including a $100M Series C, and achieved substantial revenue growth.
The company has a large and engaged community, including customers, integration partners, agencies, and Slack members.
Clay fosters a unique culture with diverse employee interests and backgrounds.
The company's operating principles, such as negative maintenance and non-attached action, guide their work.
Clay has received media attention from publications like the NYT and Forbes, and employee feedback is available on Glassdoor.