Help Desk Team Lead

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. Please visit our website at www.drhorton.com for more information.

D.R. Horton, Inc. is currently looking for an Help Desk Team Lead. The right candidate will be responsible for all IT support activities related to end user hardware, software and other IT related issues. This position provides a leadership resource through knowledge, experience, motivation, support and advice. Responsible for knowing and complying with proper procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues
• Write technical documentation and workflows for review and implementation
• Communicate and follow-up with the user while working the issue and ensure successful and timely completion of the issue
• Provide technical training and mentorship to team members
• Ensure work orders are being processed on-time by utilizing a FIFO workflow
• Ability to travel overnight
• Cover for manager when out of the office or on vacation
• Research and resolve advanced network (Internet Service Provider modems, Cisco routers) issues, hardware and software application issues
• Work within the teams on-call rotation as well as provide additional coverage as needed
• Act as the technical subject matter expert for the Help Desk Team
• Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
• Provide executive support
• Plan and run meetings as well as providing technical expertise and support as requested by leadership
• Take point and complete special projects with high accuracy and within established deadlines
• Provide escalation support as requested
• Document and track the details of the issue, status and resolution, using the help desk tracking application
• Monitor real time service levels and proactively adjust assignments to active the service level goals
• Collect data, write and deliver daily and weekly reporting as defined by leadership
• Conduct all new-hire and recursive training as needed
• Assist manager in establishing and coordinating special assignments within the Helpdesk
• Fill in as the point of contact for leadership as needed
• Oversee workflow and production of the Help Desk Team
• Ability to work overtime
• On-call availability after hours and weekends
• Fill-in for divison IT personnel on an as-needed basis
• Complete work orders, fully documenting each step of the troubleshooting process
• Monitor calls and provide constructive feedback/coaching
• Administer and troubleshoot user accounts for several different systems
• Aid with division office moves
• Ensure team members have current knowledge of all internal policies and procedures

Education and/or Experience

• Must be able to troubleshoot all aspects of computer components
• Must have extensive experience and knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version
• Ability to sit for majority of 8-hour workday; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Frequently required to walk and stoop, kneel, crouch, or crawl and is occasionally required to stand and climb or balance. Ability to frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and peripheral vision.
• Experience replacing basic components of various makes and models of system and printer hardware
• Experience with VNC, Cisco AnyConnect, or other remote connectivity software
• Ability to speak effectively before a variety of audiences
• Windows/Android/Apple phone support experience
• High school diploma or general education degree (GED)
• While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to adapt to a constantly changing fast-paced environment
• One-year certificate from college or technical school
• Proficiency with MS Office and email
• Ten plus years related experience and/or training in an IT support environment
• Ability to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applications

Preferred Qualifications

• PowerShell automation scripting is a plus
• CompTIA A+, Network+, CCNA, CCNE, Microsoft Certifications, ITIL or similar certification a plus
• Prior project management experience a plus

Come join a winning team with a Fortune 500 company! We are growing fast and are looking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including:

• Vacation, Sick, Personal Time and Company Holidays
• Medical, Vision and Dental
• Employee Stock Purchase Plan
• Flex Spending Accounts
• Life Insurance
• 401(K)

Build YOUR future with D.R. Horton, America’s Builder. #WeBuildPeople2

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