Service Desk Tech I

Service Desk Tech I 

Position Summary 
The Service Desk role serves as a liaison between technology teams and the business. Providing support for Clayton team members with first line of contact for troubleshooting of hardware and software issues. As well as providing technical support to technology teams implementing new functionality. This is a business-facing and technology-facing role, requiring excellent communication, documentation, and organizational skills.  

About The Team 
Clayton Service Desk is part of Enterprise Technology Operations and works closely in hand with Desktop Support as well as Systems Engineering teams to provide end-user support for hardware and software issues. We interact regularly with Networking, Security, Infrastructure as well as Applications Support Coordinators as escalation points to help quickly address and resolve reported issues. We also handle service request fulfilment and knowledge management to support team members by providing them with a way to get the answers they need without submitting a ticket. We are a high velocity team that consistently meets and exceeds specific performance metrics. This is a great role to learn about Clayton and the specific technologies present in the organization.  

Primary Responsibilities  

• Phone queue support  

• Incident (ticket) queue management 

• Active Communication with customers, team, leadership 

• Diagnosing and troubleshooting hardware, software and network issues 

• Solutioning based on the issue and details provided by customers 

• Remote troubleshooting 

Primary Qualifications  

• Problem-solving, analytical, and team-player skills.   

• Keen attention to detail, organized, and ability to articulate and document potential solutions   

• Customer service focus demonstrated by prompt communication via email, phone calls, Teams messages, etc.   

• Ability to perform remote troubleshooting through diagnostic techniques and pertinent questions  

• Team members are required to be available for a variety of shifts. These will be in rotation and on a recurring basis. 

• Must be a self-starter who can function remotely with minimal supervision  

• Ability to work effectively within time constraints, changing priorities, and independently.   

• Excellent interpersonal, verbal, and written communication skills and the ability to interact with a diverse group of team members, including executives, managers, IT professionals, and subject matter experts.  

• Excellent analytical problem-solving skills with the ability to think outside of the box   

• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification  

Desired Skills  

• Experience as a service desk technician or other customer-support role (preferred, but not required)  

• Experience in supporting and/or interacting within a large corporate environment  

• Experience providing remote technical support for computers, network, and infrastructure technology  

• Intermediate Ability to diagnose and resolve basic technical issues  

• Ability to write and maintain technical, knowledge-based documentation.  

Behavioral Competencies  

• Communicating 

• Service Focus 

• Deliberative Decision Making 

• Business Acumen 

• Composure and Resiliency 

• Adaptability 

• Managing Innovation 

Why Clayton Homes? 

Founded in 1956, Clayton is a Berkshire Hathaway Company committed to opening doors to a better life and Building Happyness® through homeownership. Through its family of brands, Clayton builds, sells, finances, and ensures traditional site-built homes and off-site built housing – including modular homes, manufactured homes, CrossMod™ homes, tiny homes, college dormitories, military barracks, and apartments. Corporate headquarters is located in the Knoxville, Tennessee area, specifically, Maryville, Tennessee. Clayton is the recipient of numerous industry awards including 2019 Builder of the Year and ranks as the #2 builder of homes in the U.S. by units sold. Our site-built division, Clayton Properties Group, is the 8th largest site builder in the U.S. We achieve our results through the strength of our people and have been recognized on the 2021 Forbes Best Employers for Diversity and 2021 Forbes America’s Best Employers Lists. To learn more about Clayton Homes, got to: https://www.claytonhomes.com 

Benefits 

• Competitive benefits including 401(k) with 100% company match of the first 4%; medical, dental and vision plans; paid time off days and holidays. 

• Quarterly bonus program. 

• Forbes lists: America’s Best Employers, America’s Employers by State, Best Employers for Diversity, Best Employers for Women. 

• Recognized as one of East Tennessee’s top technology workplaces. 

• Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being. 

• Onsite fitness facility with full gym, workout classes, volleyball and basketball, ping-pong, and disc golf course. 

• Paid Time Off for Volunteer work.