Desktop Support Associate

Teacher Retirement System of Texas; Austin (TX); On-site; USD 51,000 - 62,000; Full time

Job summary

Teacher Retirement System of Texas in Austin, TX is seeking a Desktop Support Associate to provide first-level IT helpdesk support and desk-side assistance. On-site role requiring a 1-year IT support background and a valid high school diploma or GED.

The position involves configuring desktops, assisting with deployments, and supporting telecom services while developing documentation and user guides for TRS staff.

Qualifications

• High school diploma or GED required.
• At least 1 year of full-time IT helpdesk or PC desktop support experience.
• Preferred: Bachelor's degree in CS/IT or related field.
• Experience with Windows operating systems and Office suites.
• Familiarity with ticketing systems and IT service best practices.

Responsibilities

• Provides first-level support to TRS users for hardware and software questions.
• Resolves routine PC hardware/software issues via phone.
• Provides status updates on IT issues to users.
• Routes tickets to escalation teams when needed.
• Assists with desk-side trouble calls and deployments.
• Develops user guides and documentation.
• Supports telecom staff and performs related IT projects.

Skills

Customer service

Troubleshooting

Windows OS

Office software

Ticketing software

Education

High school diploma or GED

Bachelor's degree in CS/IT (preferred)

Job description

Desktop Support Associate

Requisition ID: req1428
Employment Type: Unclassified Regular Full-Time (URF)
Division: Client Services
Compensation: 51,465.00 - 61,634.00, Annual Salary
Job Closing: August 21, 2026, at11:59 PM CST
Location: TRS Headquarters Building 2
1900 Aldrich Street
Austin, Texas, 78723
United States

WHO WE ARE:

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.

This position requires on-site work at our Austin, Texas location.

WHAT YOU WILL DO:

Client Support

• 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.

Systems Support

• 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.

WHAT YOU WILL BRING:

Required Education

• High school diploma or GED.

Required Experience

• One (1) year of full-time experience in IT helpdesk or PC desktop support or related experience.

Required Registration, Certification, Licensure

• None

Preferred Qualifications

• 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.

Knowledge, Skills, and Abilities

Knowledge of:

• 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.

Skill in:

• 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 work processing, spreadsheet, and other business software.
• Assembling and disassembling PC hardware and installing and configuring Microsoft Office products.
• 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.

Ability to:

• 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.

Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (MOS) Codes: https://www.trs.texas.gov/files/trs-military-crosswalk.xlsx along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply.