Desktop Support Associate; Fellowship Program

Requisition :req
1369
Employment Type:Unclassified Temporary Full-Time (UFP)
Division:Client Services
Compensation:$51,465.00 – 61,634.00, Annual Salary
Job Closing:April 8th at 5:00 PM, CST
Location:TRS Headquarters Building 1
1900 Aldrich Street
Austin, Texas, 78723
United States

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.

• 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

• 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