Service Desk Technician I (Second Shift 11am - 8pm)

Position Summary

The Service Desk Technician I serves as the first point of contact for Clayton team members requiring technical assistance with hardware, software, and technology-related issues. This role is responsible for providing timely troubleshooting support, fulfilling service requests, contributing to knowledge management efforts, and collaborating with technology teams to support the successful implementation of new functionality.

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 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.
• 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.
• Flexibility to work a variety of shifts. This shift is for 11:00am - 8:00pm Eastern.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Technical Skills

• Customer Support
• Issue Tracking
• IT Service Management
• Knowledge Management
• Network Troubleshooting
• Process Improvement
• System Administration
• System Configuration
• Technical Support

Behavioral Competencies

• Accountability
• Active Listening
• Business Acumen
• Collaboration and Teamwork
• Communicating
• Extended Task Focus
• Helpfulness
• Information Seeking
• Service Focus
• Applying Standard Practices

Why Clayton?

Clayton is committed to opening doors to a better life. Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey – building, selling, financing, and insuring homes.

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.
• 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, pingpong, and disc golf course.
• Paid Time Off for Volunteer work

Why Clayton?

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Quarterly profit share bonus program. Onsite gym with variety of classes, wellness, professional and personal development programs and much more! Clayton is committed to creating an inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Business Unit - B00023 Technology