Help Desk Team Lead

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. D.R. Horton, Inc. is currently looking for a 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.

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 activate 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

Education and/or Experience

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 AnyConnect, 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

Preferred Qualifications

CompTIA A, Network, CCNA, CCNE, Microsoft Certifications, ITIL or similar certification a plus

PowerShell automation scripting is a plus

Prior project management experience a plus