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Service Desk Technician - PHX

Company: Clayco
Location: Phoenix
Posted on: May 16, 2022

Job Description:

About Us:Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $4.9 billion in revenue for 2021, Clayco specializes in the "art and science of building," providing fast track, efficient solutions for industrial, commercial, institutional and residential related building projects.
Why Clayco?Best Places to Work - Crain's Chicago Business, St. Louis Business JournalENR - Top Midwest Contractors (#1), Top Design Build Contractors (#4), Top 400 Contractors (#24)
The Role We Want You ForOur Service Desk is not your average IT support center: our team members are highly motivated, technically proficient, difference-makers that consistently deliver a white glove experience to our Clayco team members in need of technical support. As a Service Desk technician, you will be the first line of support for users who contact our IT Service Desk. You will be tasked with answering incoming phone calls, replying to and documenting support tickets in our cloud ticketing platform, and assisting team members who walk up to our support area. Anyone may seem overwhelmed when starting a new job, and that is why we provide in-depth training, detailed documentation in our knowledge base for 90% of the tickets that come in, a Service Desk group chat for easy collaboration, and a welcoming team environment that encourages questions and provides feedback. The opportunities for learning and growth are immense as our team resolves 80% of the tickets that come in, exposing our technicians to a wide array of technical issues that may occur with software applications, hardware, network, A/V, and phone systems. If a ticket cannot be resolved at our level, our Service Desk team members escalate to our more advanced support teams where you are encouraged to shadow the resolution. As a part of the Service Desk team, you will have the opportunity to get hands on experience working with as well as troubleshooting state-of-the-art technologies and infrastructure. Leave no support ticket unresolved as you save the world, one computer at a time!
Specific Responsibilities:

  • Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner - incidents/requests will come in as phone calls, emails, and walk-ups
  • Active Directory & Exchange user account administration
  • Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team
  • Identify and familiarize yourself with the software and hardware utilized by the organization
  • Setup and support audio/video conferences and meetings
  • Provide first-line-of-defense support and analysis for incoming security related incidents
  • Perform post-resolution follow-ups to help maintain excellent communication and relations with the business
  • Workstation setup and cable management
  • Create documentation and update the Knowledge Base regularly
  • Share feedback on recurring incidents to operations team
  • Provide after hours and on-call support as needed on a rotating schedule
  • Some travel required
    Job Requirements and competencies:
    • Associates or Bachelor's degree in an IT related discipline (preferred)
    • A+ certification (preferred)
    • Intermediate knowledge of Windows, Mac OSX, Android, and iOS devices
    • Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow
    • Exchange/Office 365 administration experience
    • Knowledge and experience with computer hardware i.e. BIOS, NIC, Cabling
    • Customer Service/Service industry experience
    • MS Office Suite support
    • Active Directory experience
    • Audio/video experience
    • Strong interpersonal and communication skills
    • Hungry to learn and grow in your career
    • Enthusiastic, hardworking, team player who demonstrates urgency

Keywords: Clayco, Phoenix , Service Desk Technician - PHX, Professions , Phoenix, Arizona

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