Desktop Support Associate

Teacher Retirement System of Texas (TRS)•Austin, TX

5d•Onsite

About The Position

The Information Technology (IT) Division lays the foundation for TRS to deliver excellent service experiences across the organization and with our members. We serve with purpose through mentorship and collaboration across a broad variety of teams unified by innovation to create technology and information solutions that have a positive impact on our members’ lives. We invite you to join one of Austin’s Top Workplaces. TRS offers a best-in-class combination of technology and continuous learning opportunities to equip you to solve problems, expand your knowledge, and create impact for 1 in 20 Texans. The Desktop Support Associate performs routine systems support work. The incumbent will provide first-level support to the TRS user community for routine PC hardware and software-related questions and problems and assist with the installation and configuration of computer systems and applications. This position will proactively work with Information Technology (IT) staff and agency employees.

Requirements

High school diploma or GED.
One (1) year of full-time experience in IT helpdesk or PC desktop support or related experience.
Knowledge of: The practices, principles, and techniques of computer operations.
Knowledge of: Service Desk management software and general Client Services best practices and processes.
Knowledge of: Microsoft Windows operating systems, Office suites, and general PC hardware and software used in a business environment.
Skill in: Listening and offering exceptional customer service with a high level of initiative and follow-through.
Skill in: Troubleshooting complex PC hardware and software problems.
Skill in: Using a computer in a Microsoft Windows environment with work processing, spreadsheet, and other business software.
Skill in: Assembling and disassembling PC hardware and installing and configuring Microsoft Office products.
Skill in: Communicating complex technical information via telephone to people of all levels of technical skill and knowledge.
Skill in: Planning, organizing, and coordinating work assignments to effectively meet frequent and/or multiple deadlines, handling multiple tasks simultaneously, and managing conflicting priorities and demands.
Skill in: Written and verbal communication.
Ability to: Establish and maintain harmonious working relationships with co-workers, agency staff, and external contacts.
Ability to: Work effectively in a professional team environment.
Ability to: Work extended and irregular hours due to internal and external obligations, and travel occasionally for training.
Ability to: Perform on-call, evening or weekend work.

Nice To Haves

Bachelor’s degree from an accredited college or university in computer science, information technology, or a closely related.
Experience assembling, installing, and repairing PC hardware and software.
Working knowledge of ticketing software and general Client Services best practices and processes.
Training and/or certification in ITIL v3.

Responsibilities

Answers and logs TRS user calls utilizing Client Services management software.
Troubleshoots routine PC hardware and software problems with users via telephone.
Ensures status is provided to agency users regarding IT-related issues and outstanding Client Services calls.
Routes tickets to escalation teams upon determining that a problem is beyond the user’s ability to correct.
Escalates trouble call assignments as required, notifying management of critical outstanding issues.
Assists PC Support Staff with desk side trouble calls.
Configures desktop operating systems and local area network (LAN) access.
Installs PC hardware and software, including additional memory, modems, CD-ROM’s, disk drives, operating systems, and other required accessories.
Assists in developing and testing core images used for desktop deployments.
Maintains building wiring and network port information.
Provides support for Telecommunications staff, including assisting with phone moves, adds and changes, and daily operations/maintenance of telecommunications systems such as voicemail and assisting with mobile device support.
Develops and provides documentation, users guides, and technical assistance to TRS staff on PC related software applications.
Participates in special Information Technology projects as assigned.
Performs related work as assigned.