Clayton Homes
Service Desk Tech I
Clayton Homes, Maryville, Tennessee, United States, 37803
Service Desk Tech I
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 supportIncident (ticket) queue managementActive Communication with customers, team, leadershipDiagnosing and troubleshooting hardware, software and network issuesSolutioning based on the issue and details provided by customersRemote troubleshooting
Primary Qualifications
Problem-solving, analytical, and team-player skills.Keen attention to detail, organized, and ability to articulate and document potential solutionsCustomer service focus demonstrated by prompt communication via email, phone calls, Teams messages, etc.Ability to perform remote troubleshooting through diagnostic techniques and pertinent questionsTeam 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 supervisionAbility 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 boxPerforms 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 environmentExperience providing remote technical support for computers, network, and infrastructure technologyIntermediate Ability to diagnose and resolve basic technical issuesAbility to write and maintain technical, knowledge-based documentation.Behavioral Competencies
CommunicatingService FocusDeliberative Decision MakingBusiness AcumenComposure and ResiliencyAdaptabilityManaging InnovationWhy 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.
Why Clayton Homes:
•Consistently striving vertically integrated Berkshire Hathaway company
•One of America's largest home builders and leader in housing
•Forbes lists: America's Best Employers, America's Employers by State, Best
Employers for Diversity, Best Employers for Women
•Quarterly profit share bonus program
•Onsite gym with variety of classes, wellness, professional and personal
development programs and much more!
Clayton is committed to a diverse and 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 - B00023Technology
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 supportIncident (ticket) queue managementActive Communication with customers, team, leadershipDiagnosing and troubleshooting hardware, software and network issuesSolutioning based on the issue and details provided by customersRemote troubleshooting
Primary Qualifications
Problem-solving, analytical, and team-player skills.Keen attention to detail, organized, and ability to articulate and document potential solutionsCustomer service focus demonstrated by prompt communication via email, phone calls, Teams messages, etc.Ability to perform remote troubleshooting through diagnostic techniques and pertinent questionsTeam 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 supervisionAbility 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 boxPerforms 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 environmentExperience providing remote technical support for computers, network, and infrastructure technologyIntermediate Ability to diagnose and resolve basic technical issuesAbility to write and maintain technical, knowledge-based documentation.Behavioral Competencies
CommunicatingService FocusDeliberative Decision MakingBusiness AcumenComposure and ResiliencyAdaptabilityManaging InnovationWhy 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.
Why Clayton Homes:
•Consistently striving vertically integrated Berkshire Hathaway company
•One of America's largest home builders and leader in housing
•Forbes lists: America's Best Employers, America's Employers by State, Best
Employers for Diversity, Best Employers for Women
•Quarterly profit share bonus program
•Onsite gym with variety of classes, wellness, professional and personal
development programs and much more!
Clayton is committed to a diverse and 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 - B00023Technology