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Service Desk Tech I
Evening Shift 11am - 8pm
Position SummaryThe 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 TeamClayton 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 insures 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 including401(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.
Business Unit - B00023
TechnologyFull Time
$102k-127k (estimate)
05/19/2024
09/09/2024
The job skills required for Service Desk Tech I include Computer Science, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Tech I. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Tech I. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Tech I positions, which can be used as a reference in future career path planning. As a Service Desk Tech I, it can be promoted into senior positions as a Help Desk Support Specialist II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Tech I. You can explore the career advancement for a Service Desk Tech I below and select your interested title to get hiring information.