Service Desk Tech II - Greensboro, NC

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 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. This team member will provide in-person support for team members within our Greensboro, North Carolina office. Some overtime and after-hours work may be required. 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 Provide first-line technical support for hardware, software, and access issues, serving as the primary resource for Greensboro-based team members with hands-on, in-person support, while also supporting and assisting team members across other locations as needed. Provide supporting for conference room technology including Microsoft Teams, Zoom, and associated hardware (cameras, speakers, scheduling devices, Neat for example). 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 Second level review of tickets that require escalation to other tech teams Team Shift Scheduling Peer ticket and call review Monthly operational reporting Problem Management coordination Providing mentorship to Service Desk Level 1 Technicians Maintain a hardware inventory ensuring appropriate stock levels to minimize response time for commonly needed Tech hardware. Primary Qualifications Excellent 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 timely communication via email, phone calls, Teams messages, etc. Proven ability to work effectively within time constraints, changing priorities, and independently Ability to be the primary delegate to see though completion of Business-Critical requests escalated outside of normal Service Desk processes Ability to mentor the team in the best practices and workflow procedures Ability to document and train team on business policies to be followed by Service Desk Perform assigned peer ticket review to ensure service desk processes are followed, and consistency of service delivery is maintained Produce monthly reports on the Operational Health of Service Desk & present to Leadership Frequent review of key metrics to determine process and scheduling changes as needed Produce weekly Shift Schedules and Training Schedules 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 Proven experience as a service desk/desktop support technician or other customer-support role Experience in supporting and/or interacting within a large corporate environment to include executives, managers and subject matter experts. Experience providing remote technical support for computers, network, and infrastructure technology Experience in JIRA preferred but not required Advanced ability to diagnose and resolve basic technical issues Proven ability to write, maintain and review technical, knowledge-based documentation. 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.