AI-Powered IT Helpdesk Engineer

Clay Labs; New York (NY); On-site; USD 60,000 - 95,000; Full time

Job summary

Clay Labs is scaling its IT function and seeks an IT Support Engineer who will be the first point of contact for requests, triaging and resolving issues to keep employees productive. You will configure workflows in our AI-powered ITSM platform, manage Google Workspace, Slack, Zoom, Notion, and other tools, and help shape a fast, reliable helpdesk as the company grows.

If you value a clean queue, clear communication, and building better processes, this role offers a chance to impact everyday

Qualifications

• 3 to 5 years in IT support, helpdesk, or a closely related role.
• Strong service delivery instincts; you prioritize well, keep queues clean, and close requests with clear communication.
• Hands-on experience with ITSM platforms; you understand how to configure and manage one, not just work inside it.
• Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms; you've provisioned users, managed settings, and handled admin tasks across a modern SaaS stack.
• Familiarity with office technology: conference room AV setup and troubleshooting, Meraki or similar networking equipment, common peripherals.
• Experience supporting onboarding and offboarding workflows end to end.
• Technical fluency: comfortable in SaaS platforms, macOS, and basic identity and access management tasks (provisioning, deprovisioning, group management).
• AI-forward mindset: you use AI tools to work faster, handle volume more intelligently, and improve the support experience.
• Process-oriented: you notice what's inefficient and want to fix it.
• Clear communicator: employees trust you and know their issues are being handled.

Responsibilities

• Be the face of IT at Clay. Triage and resolve incoming requests across access, software provisioning, onboarding and offboarding, hardware support, and general helpdesk needs. Employees should feel like IT is fast, reliable, and easy to work with.
• Own onboarding and offboarding execution. Provision and deprovision accounts, coordinate hardware, and make sure new hires are set up from day one and departing employees are fully off-boarded without gaps.
• Help build the helpdesk function. Partner with the Head of IT to configure and improve our ITSM platform — define request categories, build intake workflows, and manage queues as the function takes shape and scales.
• Keep the office running. Support conference room AV, networking equipment, peripherals, and general office tech so employees can do their best work without technology getting in the way.
• Administer the SaaS stack. Manage day-to-day administration across Google Workspace, Slack, Zoom, Notion, and other core tools — provisioning users, managing settings, and keeping things clean.
• Handle hardware logistics. Coordinate device provisioning, shipping, receiving, and basic asset tracking so employees have what they need when they need it.
• Build process, not just runbooks. Document what you own, identify patterns in incoming requests, and flag opportunities to improve or automate recurring work. The goal is a helpdesk that gets smarter over time.

Skills

IT support

Service delivery

Queue management

SaaS administration

Office hardware

AV setup

Identity management

Automation mindset

Clear communicator

Workflow automation

Tools

Serval ITSM

Google Workspace

Slack

Zoom

Notion

Job description

Clay Labs is scaling its IT function and seeks an IT Support Engineer who will be the first point of contact for requests, triaging and resolving issues to keep employees productive. You will configure workflows in our AI-powered ITSM platform, manage Google Workspace, Slack, Zoom, Notion, and other tools, and help shape a fast, reliable helpdesk as the company grows.

If you value a clean queue, clear communication, and building better processes, this role offers a chance to impact everyday