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D.R. Horton

Builds and sells single-family homes across the US

Help Desk Team Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeArlington, TX, USANo salary listed

About the Job

Requirements

  • A high school diploma or general education degree (GED) is required.
  • A one-year certificate from a college or technical school is required.
  • Ten or more years of related experience and/or training in an IT support environment are required.
  • Extensive experience and knowledge of Microsoft Windows current-version operating systems, Microsoft Active Directory, Microsoft Exchange current version, Print Services, and Microsoft Office current version are required.
  • Experience with VNC, Cisco AnyConnect, or other remote connectivity software is required.
  • Windows, Android, and Apple phone support experience is required.
  • The candidate must be able to troubleshoot all aspects of computer components.
  • Experience replacing basic components of various makes and models of system and printer hardware is required.
  • The candidate must be able to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
  • The candidate must be able to write routine reports and correspondence.
  • The candidate must be able to speak effectively before a variety of audiences.
  • Proficiency with Microsoft Office and email is required.
  • The candidate must be able to frequently lift and/or move up to 50 pounds.
  • The candidate must be able to work overtime and travel overnight.

Responsibilities

  • Oversee the Help Desk Team's workflow and production.
  • Act as the technical subject matter expert for the Help Desk Team.
  • Ensure team members have current knowledge of internal policies and procedures.
  • Provide technical training and mentorship to team members.
  • Monitor calls and provide constructive feedback and coaching.
  • Assist the manager in establishing and coordinating special assignments within the Help Desk.
  • Provide phone, webchat, and in-person support to end users and external vendors on IT-related issues.
  • Research and resolve advanced network issues, including Internet Service Provider modems and Cisco routers, as well as hardware and software application issues.
  • Document and track issue details, status, and resolution using the help desk tracking application.
  • Communicate and follow up with users while working issues and ensure their successful and timely completion.
  • Complete work orders and fully document 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.
  • Lead and complete special projects accurately and within established deadlines.
  • Plan and run meetings and provide technical expertise and support as requested by leadership.
  • Monitor real-time service levels and proactively adjust assignments to achieve service-level goals.
  • Ensure work orders are processed on time using a first-in, first-out workflow.
  • Collect data and write and deliver daily and weekly reporting as defined by leadership.
  • Work within the team's on-call rotation and provide additional coverage as needed, including after-hours and weekends.
  • Conduct new-hire and recurring training as needed.
  • Assist with division office moves.
  • Fill in for division IT personnel as needed.
  • Provide escalation support as requested.
  • Cover for the manager when they are out of the office or on vacation.
  • Serve as the point of contact for leadership as needed.

Desired Qualifications

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

About the Company

D.R. Horton

Builds and sells single-family homes across the US

D.R. Horton builds and sells single-family homes, townhomes and condominiums across the United States, mostly for first-time and move-up buyers. Most revenue comes from selling homes it builds on land it buys or controls through purchase contracts, with local divisions managing land, construction and sales. Its own mortgage lender, DHI Mortgage, and its title agency earn fees by financing and closing many of those purchases. The company also builds single-family and multifamily rental communities and sells them to investors once they are leased, adding a second home-sales channel. It was founded in 1978 in Texas and is headquartered in Arlington, Texas.

Company size
10,001+
Company stage
IPO
Headquarters
Arlington, TX
Founded
1978

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