Help Desk Team Lead

D.R. Horton, Inc., the largest home builder 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 home buyers through its mortgage and title subsidiaries.

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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.

include the following. Other duties may be assigned.

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

• High school diploma or general education degree (GED)
• One-year certificate from college or technical school
• Ten plus years related experience and/or training in an IT support environment
• 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
• Experience with VNC, Cisco Any Connect, or other remote connectivity software
• Windows/Android/Apple phone support experience
• Ability to adapt to a constantly changing fast-paced environment
• Must be able to troubleshoot all aspects of computer components
• Experience replacing basic components of various makes and models of system and printer hardware
• 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 speak effectively before a variety of audiences
• Proficiency with MS Office and email
• Ability to frequently lift and/or move up to 50 pounds

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

Come joina 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:

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

Build YOUR future with D.R. Horton, America’s Builder. #We Build People Too