Service Desk Analyst

Lennar•Irving, TX

2d•Onsite

About The Position

The Lead Onsite IT Technician provides advanced technical support and leadership for Lennar Associates. The role mentors and trains other technicians and helps ensure the smooth operation of computer systems, networks, and communications equipment. It coordinates with other departments and third-party vendors to deliver customer service and technical solutions. The position also supports project planning, incident resolution, documentation, equipment installation and maintenance, and technical support for meetings and events. Regular in-person attendance at company communities, job sites, and offices is essential. The role includes local travel within a two-hour radius of the division office and occasional travel of up to 25% to remote U.S. offices.

Requirements

High school diploma or GED.
Minimum 5+ years of relevant experience.
Demonstrated understanding of advanced technology standards.
Ability to perform and supervise complex installations and configurations.
Proficiency in troubleshooting a range of IT issues.
Excellent communication, mentorship, and problem-solving skills.
Ability to manage change effectively and understand its impact on business functions.
Ability to operate a motor vehicle and climb stairs and ladders, bend, stoop, reach, lift, move, or carry equipment that may exceed 50 pounds.
Regular in-person attendance at company communities/job sites and offices during regular work hours.

Nice To Haves

Bachelor’s degree.
Relevant IT certifications, such as CompTIA A+ or equivalent.

Responsibilities

Provide advice, mentorship, and training to IT Technicians on troubleshooting and complex issue resolution.
Lead by example in adopting and implementing IT team best practices.
Assist senior colleagues with internal client relationships, complex technical requests, and client satisfaction.
Produce, update, and maintain best-practice support documentation.
Resolve incidents end to end and propose and implement improvements to prevent recurrence.
Document and analyze incidents in Service Now.
Troubleshoot and resolve complex hardware and software issues.
Enact manufacturer warranties for equipment repair.
Update Service Now tickets daily with accurate, scientific, and reproducible details.
Lead preparation and coordination of project plans for installing and configuring technology equipment across divisions.
Resolve printer and copier issues across the division.
Coordinate technical support for meetings and events, including video conferencing and audio/visual needs.
Maintain, upgrade, install, and replace hardware and software as required.
Immediately report server downtime and LAN/WAN connectivity issues.
Perform basic LAN/WAN connectivity troubleshooting under guidance.
Provide weekly status reports summarizing activities and outstanding issues.
Monitor and assist with coordinating third-party support contractors.
Perform other duties as assigned by the Onsite IT Manager.

Benefits

Comprehensive medical, dental, and vision benefits.
Flexible Spending Accounts, Health Savings Accounts, Health Reimbursement Accounts, and Commuter Savings Accounts.
Up to three weeks of vacation per year upon hire.
Holidays, sick leave, and personal days.
One paid Everyone’s Included Day each year.
401(k) savings plan with immediate vesting and a 100% company match up to 5% of eligible pay.
Paid maternity and bonding leave; paid parental leave is also described.
New hire referral bonus program.
Associate Assistance Plan.
Lennar Education Assistance Program (LEAP), including student loan repayment assistance.
Associate Discount Program through Perks at Work.
Associate Home Purchase Program and home purchase discounts.
Well-being rewards for eligible associates enrolled in a Lennar medical plan.
Up to $30,000 in adoption assistance.