Service Desk Tech II - Greensboro, NC

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 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 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 ResponsibilitiesProvide 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 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 troubleshootingSecond level review of tickets that require escalation to other tech teamsTeam Shift SchedulingPeer ticket and call reviewMonthly operational reportingProblem Management coordinationProviding mentorship to Service Desk Level 1 TechniciansMaintain a hardware inventory ensuring appropriate stock levels to minimize response time for commonly needed Tech hardware.Primary QualificationsExcellent problem-solving, analytical, and team-player skillsKeen attention to detail, organized, and ability to articulate and document potential solutionsCustomer service focus demonstrated by timely communication via email, phone calls, Teams messages, etc.Proven ability to work effectively within time constraints, changing priorities, and independentlyAbility to be the primary delegate to see though completion of Business-Critical requests escalated outside of normal Service Desk processesAbility to mentor the team in the best practices and workflow proceduresAbility to document and train team on business policies to be followed by Service DeskPerform assigned peer ticket review to ensure service desk processes are followed, and consistency of service delivery is maintainedProduce monthly reports on the Operational Health of Service Desk & present to LeadershipFrequent review of key metrics to determine process and scheduling changes as neededProduce weekly Shift Schedules and Training SchedulesExcellent 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 expertsExcellent 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 classificationDesired SkillsProven experience as a service desk/desktop support technician or other customer-support roleExperience 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 technologyExperience in JIRA preferred but not requiredAdvanced ability to diagnose and resolve basic technical issuesProven 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 - B00023Technology