Desktop Support Specialist or Desktop Support Specialist Senior

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

21h•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 Specialist performs technical support activities and systems support work. The incumbent will provide first-level & second-level support to the TRS user community for complex PC hardware and software related questions; diagnose, document, and resolve hardware and software issues; install and configure computer systems and applications; and collaborate with other Information Technology (IT) team members to escalate and resolve higher complexity technical issues. This position will proactively work with IT staff and agency employees. The Desktop Support Specialist Senior performs complex technical support activities and systems support work. The incumbent will provide third level support to the TRS user community for complex PC hardware and software related issues; diagnose, document, and resolve hardware and software issues; install and configure computer systems and applications; provide user training and guidance on supported systems; and provide technical expertise in resolving escalated issues. This position will proactively work with Information Technology (IT) staff and agency employees. This vacancy will be filled at one of two levels - Desktop Support Specialist or Desktop Support Specialist Sr. Selected applicant will be offered the position that most closely matches their education and experience.

Requirements

High School Diploma or GED.
Three (3) years of full-time directly related, progressively responsible experience in computer client services, PC desktop support or related experience.
Five (5) years of full-time directly related, progressively responsible experienced in computer client services, PC desktop support or related experience.(Senior)
A bachelor's degree in a closely related field may be substituted on an equivalent year-for-year basis.
None.
The practices, principles, and techniques of computer operations.
Service Desk management software and general Client Services best practices and processes.
Microsoft Windows operating systems, Office suites, and general PC hardware and software used in a business environment.
TV's, projectors and projection systems, media rooms, audio hardware and speakers, A/V control systems.
Listening and offering exceptional customer service with a high level of initiative and follow-through.
Troubleshooting complex PC hardware and software problems.
Using a computer in a Microsoft Windows environment with word processing, spreadsheet, and other business software.
Assembling and disassembling PC hardware.
Communicating complex technical information via telephone to people of all levels of technical skill and knowledge.
Planning, organizing, and coordinating work assignments to effectively meet frequent and/or multiple deadlines, handling multiple tasks simultaneously; and managing conflicting priorities and demands.
Written and verbal communication.
Resolve issues within time constraints before an audience.
Assembling and disassembling PC hardware and in installing and configuring Microsoft Office products.
Establish and maintain harmonious working relationships with co-workers, agency staff, and external contacts.
Work effectively in a professional team environment.
Work extended and irregular hours due to internal and external obligations, and travel occasionally for training.
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 field.
Experience assembling, installing, and repairing PC hardware and software.
Experience with one or more of the following: System Center Configuration Manager, PowerShell scripting, or McAfee Endpoint Encryption.
Working knowledge of ticketing software and general Client Services best practices and processes.
Training and/or certification in ITIL v3.
Experience with video conferencing usage, operator support, A/V troubleshooting and maintenance.

Responsibilities

Documents all work performed in a highly detailed and accurate manner.
Answers and logs TRS user support calls utilizing Service Desk management software.
Provides support to TRS users on all company-supported applications.
Troubleshoots PC hardware and software problems with users, determines source and advises on appropriate actions.
Ensures status is provided to agency users regarding IT related issues and outstanding Client Services calls.
Escalates trouble calls to senior level staff upon determining that a problem is beyond user’s ability to correct.
May perform basic onsite audio-visual support with conference rooms for our agency staff, including TV's, projectors and conference room equipment.
May participate in training sessions, seminars, and other agency conferences and potentially assist with specialist events and board meetings.
Resolves the most complex technical problems and documents all work performed in a highly detailed and accurate manner.(Senior)
Teaches and guides users on new and innovative ways in the use of technology to achieve their business needs.(Senior)
Prioritizes incident and request assignments for Client Services staff.(Senior)
Provides support to TRS users on all company-supported applications and ensures response times are quick and effective to appropriately resolve requests.(Senior)
Provides direction to lower level staff in areas of subject matter expertise.(Senior)
Responsible for the resolution of escalated issues of higher difficulty, referring only the most complex issues to management.(Senior)
Administers Windows based applications of basic principles, theories, and concepts.
Performs system management using Active Directory, Group Policy, SCCM, VMware and other agency tools.
Installs, configures and maintains computers, printers, scanners, laptops, tablets, software, audio/visual equipment and various other technology platforms.
Designs, creates, maintains and deploys computer images for Windows 10 operating systems and platforms.
Installs PC hardware and software, operating systems, and other required accessories.
Updates technical documentation, troubleshooting and user guides in Knowledge Base for team reference.
Participates in special Information Technology projects as assigned.
Assists Client Services with desk side trouble calls.
Maintains building wiring and network port information.
Performs system management using Active Directory, Group Policy, PowerShell, SCCM, and other agency tools.(Senior)
Designs, creates, maintains and deploys computer images for a variety of operating systems and platforms (Senior)
Provides technical expertise on various audio/visual systems and conducts training and support for these systems.(Senior)
Develops and updates technical documentation, troubleshooting and user guides in Knowledge Base for team reference.(Senior)
Leads special Information Technology projects as assigned.(Senior)
Assists Client Services with desk side incidents and requests.(Senior)
Oversees the daily performance of computer systems.(Senior)
Performs related work as assigned.