Help Desk Team Lead at DR Horton in TX-Arlington | Kablio

Role

Description

user support

network troubleshooting

technical documentation

help desk

training mentorship

escalation support

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

Requirements

overtime

travel

oncall

Ability to work overtime
Ability to travel overnight
Oncall availability after hours and weekends

Benefits

Cover for manager when out of the office or on vacation

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Since 2002

Years as Industry Leader

The company has consistently ranked as America's largest homebuilder since 2002, showcasing its long-term leadership and commitment to the residential construction market.

Offers a diverse range of homes designed to meet the needs of various life stages, ensuring that there is a home for everyone.
Renowned for commitment to quality and innovation, notably through the integration of smart home technology in their offerings, providing enhanced convenience and modern living experiences for homeowners.
Supports homebuyers and homeowners with a suite of tools and resources, facilitating a smooth and informed homebuying process.
Collaborates extensively with real estate agents to help clients find their ideal homes, demonstrating a strong commitment to customer satisfaction and community engagement.

Culture + Values

fosters a company culture that emphasizes a blend of small business mentality and large-scale operational success.
maintains a close-knit, collaborative atmosphere among its employees, encouraging open communication and teamwork.
values hard work, creativity, and professional growth, providing an environment where employees are motivated to learn and advance in their careers.
culture is described as relaxed yet productive, ensuring that employees feel supported while also being driven to achieve their best.
prioritizes putting people first, which is reflected in the positive outcomes for their clients, employees, and the communities they serve.

Environment + Sustainability

is actively engaged in enhancing its environmental and sustainability strategies, focusing on energy efficiency, resource management, and reducing greenhouse gas emissions.
incorporates energy-efficient designs and technologies in its homes to minimize environmental impact and improve sustainability.
One of their key initiatives includes the integration of smart home technologies, which contribute to energy conservation and efficiency.
has also been working on improving water management and efficiency, which is crucial for sustainable development.
measures success through its inclusion in the Dow Jones Sustainability North America Index, reflecting its commitment to sustainable practices.
is involved in responsible land development and aims to continue enhancing its sustainability reporting and data collection processes to better track and disclose its environmental impact.

Inclusion & Diversity

26% non-white employees

Diverse Workforce

The company maintains a workforce where 26% of employees are non-white, reflecting a commitment to diversity.

2% increase in diversity

Diversity Growth

There has been a 2% increase in the proportion of non-white employees over the past five years, indicating progress in fostering diversity.

The company is committed to fostering a diverse and inclusive workplace, recognizing that diversity in backgrounds, experiences, and perspectives enhances their operations and culture.
The company's inclusion and diversity strategy is reflected in its policies and initiatives aimed at creating an equitable environment.
The company supports diversity through partnerships with vendors and suppliers who have established their own programs to promote a diverse workforce.

Articles

Services

2023 ESG Report

Role

Description

user support

network troubleshooting

technical documentation

help desk

training mentorship

escalation support

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

Requirements

overtime

travel

oncall

Ability to work overtime
Ability to travel overnight
Oncall availability after hours and weekends

Benefits

Cover for manager when out of the office or on vacation

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Since 2002

Years as Industry Leader

The company has consistently ranked as America's largest homebuilder since 2002, showcasing its long-term leadership and commitment to the residential construction market.

Offers a diverse range of homes designed to meet the needs of various life stages, ensuring that there is a home for everyone.
Renowned for commitment to quality and innovation, notably through the integration of smart home technology in their offerings, providing enhanced convenience and modern living experiences for homeowners.
Supports homebuyers and homeowners with a suite of tools and resources, facilitating a smooth and informed homebuying process.
Collaborates extensively with real estate agents to help clients find their ideal homes, demonstrating a strong commitment to customer satisfaction and community engagement.

Culture + Values

fosters a company culture that emphasizes a blend of small business mentality and large-scale operational success.
maintains a close-knit, collaborative atmosphere among its employees, encouraging open communication and teamwork.
values hard work, creativity, and professional growth, providing an environment where employees are motivated to learn and advance in their careers.
culture is described as relaxed yet productive, ensuring that employees feel supported while also being driven to achieve their best.
prioritizes putting people first, which is reflected in the positive outcomes for their clients, employees, and the communities they serve.

Environment + Sustainability

is actively engaged in enhancing its environmental and sustainability strategies, focusing on energy efficiency, resource management, and reducing greenhouse gas emissions.
incorporates energy-efficient designs and technologies in its homes to minimize environmental impact and improve sustainability.
One of their key initiatives includes the integration of smart home technologies, which contribute to energy conservation and efficiency.
has also been working on improving water management and efficiency, which is crucial for sustainable development.
measures success through its inclusion in the Dow Jones Sustainability North America Index, reflecting its commitment to sustainable practices.
is involved in responsible land development and aims to continue enhancing its sustainability reporting and data collection processes to better track and disclose its environmental impact.

Inclusion & Diversity

26% non-white employees

Diverse Workforce

The company maintains a workforce where 26% of employees are non-white, reflecting a commitment to diversity.

2% increase in diversity

Diversity Growth

There has been a 2% increase in the proportion of non-white employees over the past five years, indicating progress in fostering diversity.

The company is committed to fostering a diverse and inclusive workplace, recognizing that diversity in backgrounds, experiences, and perspectives enhances their operations and culture.
The company's inclusion and diversity strategy is reflected in its policies and initiatives aimed at creating an equitable environment.
The company supports diversity through partnerships with vendors and suppliers who have established their own programs to promote a diverse workforce.

Articles

Services

2023 ESG Report