Customer-Focused IT Help Desk Specialist

South Dakota Board of Regents; Spearfish (SD); On-site; USD 37,000 - 41,000; Full time

Job summary

Black Hills State University seeks a Help Desk Analyst in the Network and Computer Services department. The role acts as a key frontline IT support contact for faculty, staff, and students, delivering professional service and effective solutions.

The position emphasizes customer service, teamwork, and strong communication, with duties including supervising student staff, maintaining documentation, and supporting campus technology projects.

Qualifications

• Experience providing IT help desk support to students, faculty, and staff.
• Strong customer service and communication skills.
• Ability to document and maintain procedures and knowledge-based articles.

Responsibilities

• Manage university Help Desk operations and ensure timely, professional support.
• Interview, train, schedule, supervise, and evaluate Help Desk student employees.
• Develop, maintain, and revise Help Desk protocols, procedures, knowledge-based articles, and service standards.
• Administer and support TeamDynamix and Druva endpoint backup system.
• Provide end-user support by telephone, email, live chat, remote-support tools, and in person.

Skills

Customer service

Communication

Problem-solving

Supervise student staff

Education

Bachelor's degree or equivalent

Tools

TeamDynamix

Druva

Windows

Microsoft 365

macOS

Job description

Black Hills State University seeks a Help Desk Analyst in the Network and Computer Services department. The role acts as a key frontline IT support contact for faculty, staff, and students, delivering professional service and effective solutions.

The position emphasizes customer service, teamwork, and strong communication, with duties including supervising student staff, maintaining documentation, and supporting campus technology projects.