Service Desk Tech I

Clayton Homes (New); United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

401(k) with company match

Medical/Dental/Vision plans

Paid time off

Quarterly bonus program

Wellness programs

Onsite fitness facility

Volunteer time off

Job summary

Clayton Home Building Group is seeking a Service Desk Technician I for the Second Shift (11:00am–8:00pm ET). You will be the first point of contact for hardware, software, and technology issues, providing timely troubleshooting, fulfilling requests, and contributing to knowledge management.

You will collaborate with Desktop Support and Systems Engineering, handling phone queues, ticket management, and remote troubleshooting while communicating clearly with customers and leadership.

Qualifications

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

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

Skills

Problem solving

Analytical skills

Team-player

Remote troubleshooting

Self-starter

Time management

Communication

Customer service focus

Active listening

Documentation

Tools

IT Service Management

Knowledge Management

Network Troubleshooting

System Administration

System Configuration

Technical Support

Job description

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

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

The Clayton story began in 1956 with a simple but powerful mission – helping more hardworking families across America achieve homeownership. Clayton is committed to Opening Doors to a Better Life. We are 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. Our success is in our team members – join our team and see how you can help us build a better tomorrow. As a shared service, Home Team team members support many functions across the Clayton enterprise. The Home Team includes wellbeing, internal audit, accounting/finance, marketing, legal, campus operations, and more. We believe our strength is our people. That's why we invest in opportunities for our team members to personally and professionally grow. As a leader in modern and attainable housing, Clayton is committed to delivering forward-looking technology solutions. With a dedicated team of over 500 technology professionals, we continue to evolve and innovate, ensuring we remain at the forefront of our industry. Our collaborative and innovative culture encourages team members to grow to their full potential. Our focus on team member experience, development and engagement is paramount, offering career pathing and leadership development opportunities to foster growth and success within our organization.

Clayton Home Building Group has more than 12,000 team members across the United States, and built more than 59,000 homes last year. Home Building Group makes the dream of homeownership a reality every single day, delivering quality-built homes at an attainable price. We are dedicated to a world-class team member experience, environmentally responsible building practices and helping provide attainable housing for all. This business unit is comprised of Clayton Manufacturing, Clayton Supply, and Clayton Properties Group. With 2,900+ team members and 400+ Retail locations nationwide, our home consultants create a world-class home buying experience by assisting customers in identifying a floor plan, selecting options, and coordinating the construction process. Clayton Retail sells more than 25,000 homes annually, as we strive to help customers achieve homeownership across America.