Desktop Support Associate (Fellowship Program)

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

1d•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. Fellowship Program Position: This Fellowship Program position is a full-time, temporary, limited term assignment not to exceed three years from the date of hire. It is intended for applicants that have graduated with an associate's degree, bachelor's degree or a master's degree from an accredited college or university within the last 12 months. 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

Associate's degree or Bachelor's degree from an accredited college or university in computer science, computer engineering, information technology or a closely related field awarded within the last 12 months.
None
None
Knowledge of modern IT service desk operations, workflows, and best practices.
Knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and standard business hardware/software.
Knowledge of Foundational networking concepts and end‑user support methodologies.
Skills in Delivering exceptional customer service in both verbal and written communication.
Skills in Troubleshooting PC hardware, software, and network connectivity issues in a structured way.
Skills in Installing, configuring, and maintaining Windows PCs and Microsoft 365 applications.
Skills in Explaining technical concepts in non‑technical language.
Skills in Prioritizing workload, managing multiple tasks, and meeting deadlines in a fast‑paced environment.
Ability to Build positive, collaborative working relationships with colleagues and stakeholders.
Ability to Work effectively as part of a professional, team‑oriented IT environment.
Ability to Adapt to changing priorities, extended hours, and occasional travel for training or program events.

Nice To Haves

None

Responsibilities

Serves as the first point of contact for users by responding to technical inquiries through the Client Services management platform.
Diagnoses and resolves routine issues involving PC hardware, software, mobile devices, and user access.
Communicates status updates and resolution progress to employees, ensuring timely and professional customer service.
Identifies incidents requiring escalation and route service tickets appropriately to Tier 2/3 support teams.
Escalates critical or unresolved issues to leadership according to established procedures.
Supports PC Support staff with desk‑side troubleshooting and issue resolution.
Configures Windows desktop operating systems, user profiles, and network connectivity (LAN, wired/wireless).
Installs and maintains PC hardware components, peripherals, and business software applications.
Assists in developing, maintaining, and testing standardized desktop images and deployment processes.
Maintains documentation related to building network infrastructure, including cabling and port assignments.
Provides assistance to Telecommunications staff by supporting phone system changes, voicemail management, and mobile device provisioning.
Creates and maintains user‑facing documentation, knowledge articles, and training materials.
Participates in cross‑functional IT initiatives and special projects as assigned.
Participates in trainings and projects related to the TRS Fellowship Program including webinars, quarterly check-ins, classes or other learning activities, book group, projects, and the mentoring program.
Meets TRS Fellowship Program deadlines and goals for completion of trainings in deliverables in a timely manner.
Performs related work as assigned