Desktop Support Specialist (Intermediate Or Senior)

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 diverse team 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.

• Provides support to TRS users on all company-supported applications.
• Escalates trouble calls to senior level staff upon determining that a problem is beyond user’s ability to correct.
• Answers and logs TRS user support calls utilizing Service Desk management software.
• Documents all work performed in a highly detailed and accurate manner.
• Ensures status is provided to agency users regarding IT related issues and outstanding Client Services calls.
• Troubleshoots PC hardware and software problems with users, determines source and advises on appropriate actions.

• Installs PC hardware and software, operating systems, and other required accessories.
• Administers Windows based applications of basic principles, theories, and concepts.
• Performs related work as assigned.
• Maintains building wiring and network port information.
• Installs, configures and maintains computers, printers, scanners, laptops, tablets, software, audio/visual equipment and various other technology platforms.
• Performs system management using Active Directory, Group Policy, SCCM, VMware and other agency tools.
• Assists Client Services with desk side trouble calls.
• Participates in special Information Technology projects as assigned.
• Designs, creates, maintains and deploys computer images for Windows 10 operating systems and platforms.
• Updates technical documentation, troubleshooting and user guides in Knowledge Base for team reference.

• Prioritizes trouble call assignments for Client Services Staff.
• Teaches and guides users on new and innovate ways in the use of technology to achieve their business needs.
• Troubleshoots complex PC hardware and software problems with users, determines source and advises on appropriate actions.
• Answers and logs TRS user calls utilizing Service Desk management software.
• Provides direction to lower level staff in areas of subject matter expertise.
• Provides support to TRS users on all company-supported applications and ensures response times are quick and effective to appropriately resolve requests.
• Resolves the most complex technical problems, and documents all work performed in a highly detailed and accurate manner.
• Responsible for the resolution of escalated issues of higher difficulty; referring only the most complex issues to management.

• Maintains building wiring and network port information.
• Administers Windows based applications of basic principles, theories, and concepts.
• Installs PC hardware and software, operating systems, and other required accessories.
• Installs, configures and maintains computers, printers, scanners, laptops, tablets, software, audio/visual equipment and various other technology platforms.
• Leads special Information Technology projects as assigned.
• Performs related work as assigned.
• Designs, creates, maintains and deploys computer images for a variety of operating systems and platforms
• Performs system management using Active Directory, Group Policy, PowerShell, SCCM, and other agency tools.
• Oversees the daily performance of computer systems.
• Performs technical expertise of various audio/visual systems and provide training and support for these systems.
• Assists Client Services with desk side trouble calls.
• Develops and updates technical documentation, troubleshooting and user guides in Knowledge Base for team reference.

• High school diploma or equivalent.

• Two(2) - Five (5) years of full-time computer client services, PC desktop support or other closely related technical experience.

• None.

• Working knowledge of ticketing software and general Client Services best practices and processes.
• 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.
• Training and/or certification in ITIL v3.
• Bachelor’s degree from an accredited college or university.

• Experience assembling, installing, and repairing PC hardware and software.
• Bachelor's degree from an accredited college or university in information systems, telecommunications, computer operations, or a closely related field.
• Experience with one or more of the following: System Center Configuration Manager, PowerShell scripting, or McAfee Endpoint Encryption.

• The practices, principles, and techniques of computer operations.
• Microsoft Windows operating systems, Office suites, and general PC hardware and software used in a business environment.
• Service Desk management software and general Client Services best practices and processes.

• Planning, organizing, and coordinating work assignments to effectively meet frequent and/or multiple deadlines, handling multiple tasks simultaneously; and managing conflicting priorities and demands.
• Using a computer in a Microsoft Windows environment with work processing, spreadsheet, and other business software.
• Strong written and verbal communication skills.
• Troubleshooting complex PC hardware and software problems.
• Communicating complex technical information via telephone to people of all levels of technical skill and knowledge.
• Assembling and disassembling PC hardware and in installing and configuring Microsoft Office products.
• Offering exceptional customer service and listening skills with a high level of initiative and follow- through.

• Ability to perform on-call, evening or weekend work.
• Work extended and irregular hours due to internal and external obligations, and travel occasionally for training.
• Establish and maintain harmonious working relationships with co-workers, agency staff, and external contacts.
• Work effectively in a professional team environment.

Military Occupational Specialty (MOS) Codes:
Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty ( http://www.hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at [email protected] with questions or for additional information.

To view all job vacancies, visit www.trs.texas.gov/careers or www.trs.csod.com/careersite.

For more information, visit www.trs.texas.gov.