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# Desktop Support Associate

- **Company:** Teacher Retirement System of Texas
- **Location:** Austin, TX, United States
- **Salary:** $51,465.0 - $61,634.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, Business Software, Spreadsheets, Modems, Hard Disk Drives, Local Area Networks, Microsoft Office, Office Suite, CompTIA Strata - PC Hardware Technology Engineer, Computer Equipment, Os Ticket, Information Technology, Cdrom
- **Published:** August 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=fa35c0818441eb89

## About the Role

* High school diploma or GED., * One (1) year of full-time experience in IT helpdesk or PC desktop support or related experience., * 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.

## Description

* 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.


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