Help Desk Analyst

Women In Science; Spearfish (SD); On-site; USD 55,000 - 75,000; Full time

Job summary

Black Hills State University in Spearfish, SD, is seeking an IT Help Desk Manager to oversee operations, supervise student technicians, and drive service improvements across campus. The role includes coordinating TeamDynamix administration, maintaining documentation, and delivering high-quality end-user support.

The ideal candidate will have a bachelor’s degree (or equivalent) and proven supervisory experience, with strong communication and problem-solving skills.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience preferred.
• Experience supervising Help Desk staff or student workers is desirable.

Responsibilities

• Manage university Help Desk operations and ensure timely, professional support for faculty, staff, students, and others.
• Interview, train, schedule, supervise, and evaluate Help Desk student employees.
• Develop, revise, and document Help Desk procedures and service standards.
• Configure and deploy computers and support state-owned devices; apply OS patches and create standard images.
• Provide end-user support via phone, email, chat, and in person; maintain professional relationships.

Skills

Customer service

Communication

Supervision

Planning

Technical support

Education

Bachelor’s degree or equivalent

Tools

TeamDynamix

Druva

Job description

Black Hills State University

Spearfish, SD

Job posting number: #7369648

Posted: August 28, 2026

Application Deadline: Open Until Filled

Job Description Posting Text

Responsibilities

• Manage university Help Desk operations and ensure faculty, staff, students, and other customers receive timely, professional, and courteous technical support;
• Interview, select, train, schedule, supervise, and evaluate Help Desk student employees;
• Develop, maintain, and revise Help Desk protocols, procedures, technical documentation, knowledge-based articles, and service standards;
• Administer and support assigned systems, including TeamDynamix and the Druva endpoint backup system;
• Coordinate TeamDynamix administration, standards, and processes with other South Dakota Board of Regents administrators;
• Configure and deploy computers for faculty and staff and support state-owned computers, applications, printers, scanners, and peripheral devices;
• Apply and maintain operating system patches, hotfixes, updates, and upgrades;
• Create, test, maintain, and deploy standardized computer images;
• Diagnose and resolve hardware, software, account-access, connectivity, and network-related problems;
• Manage file permissions and security for network shares;
• Plan, test, document, and implement system upgrades and related procedures;
• Accurately document, categorize, prioritize, track, and elevate service requests;
• Provide end-user support by telephone, email, live chat, remote-support tools, and in person; and — Maintain positive, professional relationships and communicate clearly with university customers and technology staff.

Knowledge Of

• Microsoft Windows operating systems;
• Microsoft 365 applications;
• macOS operating systems and applications;
• Networking concepts, protocols, connectivity, and troubleshooting;
• Computer design, installation, configuration, compatibility, and operating system principles;
• Information security concepts, practices, and principles;
• A diverse range of computer hardware, software, and peripheral devices.

Ability To

• Explain technology and information security issues clearly to nontechnical individuals;
• Communicate clearly, concisely, and professionally with students, parents, faculty, staff, administrators, and other stakeholders;
• Provide courteous and effective customer service to individuals with varying levels of technical knowledge;
• Supervise, train, mentor, and support Help Desk student technicians;
• Assist with planning and implementing campus-wide technology projects;
• Diagnose and resolve technical problems independently;
• Collaborate effectively with BHSU technology and support staff;
• Develop and implement system-wide technology solutions;
• Anticipate potential issues and take appropriate preventive action;
• Collect, evaluate, and analyze technical information from multiple sources and system components;
• Maintain current technical knowledge of hardware, software, security, and industry developments;
• Research, evaluate, and implement innovative technologies;
• Lift and move computer equipment weighing up to 50 pounds.

Preferred Qualifications

• A bachelor’s degree or equivalent combination of education and relevant experience is preferred.

Certifications

• The Lenovo Certified Warranty Technician exam will need to be completed in the first three months of employment.

Required License

• A valid driver’s license is required.

Comments

This is a full-time, 12-month, overtime-eligible position. Normal working hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. Travel is required. The position is performed primarily in office and classroom environments and includes supervising and directing Help Desk student technicians. Sponsorship is not available for this position.

Arrangements for accommodations required by disabilities can be made by contacting Cassie Maser at 605-642-6545 or [e-mail]. Employment is dependent upon a satisfactory background check.