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.