[Hiring] Service Desk Technician I @Clayton

Role Description

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.

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

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

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.