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*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 atwww.drhorton.comfor 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.

* 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

*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

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:

* 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. #WeBuildPeopleToo/*

**Job:** **Information Technology*

**Organization:** **Corporate*

**Title:** *Help Desk Team Lead*

**Location:** *TX-Arlington*

**Requisition ID:** *2505479*