Position Summary

We are seeking a team member to provide white-glove technical support for hardware and software installations, configurations, and troubleshooting. This role will work closely with the Lodge and the Desktop Support teams by supporting additional after-hours meetings (5:30pm EST) as needed.  The ideal candidate will possess a hospitality mindset to provide excellent customer service, create logos or presentations as needed, and be responsible for supporting AV solutions, printers, and mobile device troubleshooting. 

Key Responsibilities: 

• Serving as an escalation point for complex technical issues. 
• Monitor A/V equipment for any issues or errors and take proactive steps to resolve them.
• Provide advanced technical support for hardware and software issues, demonstrating a deeper understanding and proficiency in troubleshooting.
• Assist in troubleshooting network connectivity problems.
• Working closely with other Tech team members and vendors to ensure timely resolution of technical problems.
• Support events by ensuring meeting room equipment is operational.
• Actively contribute to the enhancement of technical skills in various domains, including audio, video, data, staging, hardware, and software, both for yourself and the team.
• Maintain thorough documentation of technical processes and solutions. Share knowledge with the team, promoting a culture of continuous learning and improvement.
• Contribute to enhancing technical skills in audio, video, data, staging, hardware, and software.
• This role may require occasional overtime and after-hours work to ensure optimal system performance and customer satisfaction.

The ideal candidate will possess a strong technical background, excellent communication skills, and a customer-oriented mindset. They should also have a proven track record of providing technical support for hardware and software, and possess a good understanding of AV solutions, printers, and mobile devices. 

This team member will be expected to understand all the tech hardware at the Lodge and home office.  They will be assisting the Events 

Department with the client’s A/V pre-con questions, to meeting the client for set-up before each event, and provide clear instructions on how to operate the equipment. Ensure all meeting room equipment and technology is operational and updated while scheduling any required maintenance with approved vendors.  This team member will need to be able to run presentations, music, videos, and lighting for senior managers as requested.  All loose wires and cables will be taped down and dressed so that it can be checked against the Banquet Event Order.   Responsible for identifying acoustical problems and scheduling maintenance with approved vendors. Manages any equipment rentals as needed, and continually works toward enhancing and improving their technical skills to improve knowledge in audio, video, data, staging, hardware and software, and networking.

About The Team

The Desktop Support team has the privilege of serving as the face of Tech for a majority of the Clayton team members.  This team works at a fast pace in support of a wide range of platforms and technologies, while having the opportunity to frequently collaborate with their peers across the Enterprise Technology Operations department.  The Clayton Lodge is a World Class Event and Training Center, built in 2018 with 62 cabin rooms and a 26,000 sq ft training facility.

Primary Qualifications

• This individual will embody the “Humble, Hungry, Smart” behaviors and have a positive attitude 
• Have a world class customer service mindset while solving problems independently or collaboratively  
• Have experience troubleshooting end user devices in a Windows environment
• Have a basic understanding of network protocols
• Keeping a hospitality focused mindset front and center in your day-to-day activities
• Be able to lift up to 50lbs and (occasionally) work nights or weekends.

Desired Skills

• Have 1 year or more of experience managing Windows OS devices
• Experience supporting mobile devices
• Experience working in an ITSM platform
• Experience working with Active Directory/SCCM
• Strong Technical aptitude: knows how to set up & troubleshoot projectors, screens, microphones, Teams and Zoom meetings, etc.
• Strong interpersonal skills
• Strong working knowledge of computer hardware and software
• Team-oriented while being customer driven
• Focus on guest service and satisfaction
• Excellent organizational skills and attention to detail
• Preferred experience using Opera Cloud; similar PMS software
• Create and maintain a positive working relationship with all departments, front and back of house
• Excellent communication skills

Why Clayton Homes?

Founded in 1956, Clayton is a Berkshire Hathaway Company committed to opening doors to a better life and Building Happyness® through homeownership. Through its family of brands, Clayton builds, sells, finances, and ensures traditional site-built homes and off-site built housing – including modular homes, manufactured homes, CrossMod™ homes, tiny homes, college dormitories, military barracks, and apartments. Corporate headquarters is located in the Knoxville, Tennessee area, specifically, Maryville, Tennessee. Clayton is the recipient of numerous industry awards including 2019 Builder of the Year and ranks as the #2 builder of homes in the U.S. by units sold. Our site-built division, Clayton Properties Group, is the 8th largest site builder in the U.S. We achieve our results through the strength of our people and have been recognized on the 2021 Forbes Best Employers for Diversity and 2021 Forbes America’s Best Employers Lists. To learn more about Clayton Homes, got to: https://www.claytonhomes.com

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.
• Forbes lists: America’s Best Employers, America’s Employers by State, Best Employers for Diversity, Best Employers for Women.
• 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, ping-pong, and disc golf course.
• Paid Time Off for Volunteer work.

Business Unit - B00023

Technology