Liberal Arts Career Services
Liberal Arts Career Services

Teacher Retirement System of Texas, Desktop Support Specialist II, Application Deadline, BTT Gateway Job ID 10034

Thu, March 19, 2015


Explore this position and learn how to apply via your BTT Gateway account, 10034 

The Desktop Support Specialist II performs complex (journey-level) computer helpdesk and systems support work. Work involves providing first-level support to the TRS user community for complex PC hardware and software related questions and troubleshooting complex problems. Works under moderate supervision with limited latitude for initiative and independent judgment. May train others. This position reports to Technical Support Manager.


•Answers and logs TRS user calls utilizing helpdesk management software.
•Troubleshoots complex PC hardware and software problems with users via telephone.
•Ensures status is provided to agency users regarding IT related issues and outstanding helpdesk calls.
•Routes trouble calls to Workstation Infrastructure and Support staff upon determining that a problem is beyond user’s ability to correct.
•Prioritizes trouble call assignments for Workstation Infrastructure and Support staff.
•Escalates trouble call assignments as required, notifying management of critical outstanding issues.
•Prepares helpdesk reports and statistics gathered from the helpdesk management software.

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 ring down circuits, and assisting with mobile device support.
•Develops and provides documentation, users guides, and technical assistance to TRS staff on PC related software applications.
•Provides technical support for the design and maintenance of TRS websites.
•Leads or participates in special Information Technology projects as assigned.

•Performs related work as assigned.


•Bachelor’s degree from an accredited college or university.
•High school diploma or equivalent and additional full-time experience in information systems, telecommunications, computer operations, or a closely related field may substitute for the required education on a year for year basis.

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

Registration, Certification, or Licensure:

Preferred Qualifications:
•Bachelor’s degree from an accredited college or university.
•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.
•Certification as a Certified Helpdesk Professional.


Knowledge, Skills and Abilities

Knowledge of:
•The practices, principles, and techniques of computer operations.
•Helpdesk management software and general helpdesk best practices and processes.
•Microsoft Windows operating systems, Office suites, and general PC hardware and software used in a business environment.

Skill in:
•Using a computer in a Microsoft Windows environment with work processing, spreadsheet, and other business software.
•Assembling and disassembling PC hardware and in installing and configuring Microsoft Office products.
•Troubleshooting complex PC hardware and software problems.
•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.

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.

Physical Requirements and/or Working Conditions

Work is performed in a standard office environment and requires:
•normal cognitive abilities including the ability to learn, recall, and apply certain practices and policies;
•marginal or corrected visual and auditory requirements;
•constant use of personal computers, copiers, printers, and telephones;
•the ability to move about the office to access file cabinets and office machinery;
•frequent sitting and/or remaining in a stationary position; and
•the ability to work under deadlines, as a team member, and in direct contact with others.

Workforce Expectations

Must be able to:
•regularly, reliably, and punctually attend work;
•work extended hours as necessary;
•travel occasionally for work assignments and trainings;
•show flexibility and adaptability toward changes in assignments and work schedules;
•adhere to the agency’s internal management policies and procedures; and
•exhibit work behaviors consistent with agency core values.

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  • Liberal Arts Career Services

    University of Texas at Austin
    FAC 18
    2304 Whitis Ave. Stop G6200
    Austin, Texas 78712-1508