Help Desk Analyst

Women In Science; Spearfish (SD); On-site; USD 42,000 - 60,000; Full time

Job summary

Black Hills State University in Spearfish, SD seeks a Help Desk Analyst to join our Network and Computer Services team. The role emphasizes outstanding customer service, clear communication, and strong problem solving to support faculty, staff, students, and other customers.

The position involves supervising Help Desk student technicians, maintaining support protocols, and administering systems such as TeamDynamix and Druva. Expect routine requests via phone, email, chat, and in person.

Qualifications

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

Responsibilities

• Manage university Help Desk operations and ensure timely, professional technical support.
• Interview, select, train, schedule, supervise, and evaluate Help Desk student employees.
• Develop, maintain, and revise Help Desk protocols, procedures, documentation, and service standards.
• Administer and support assigned systems, including TeamDynamix and Druva endpoint backup.
• Configure and deploy computers for faculty and staff and support devices and software.
• Provide end-user support by telephone, email, live chat, remote-support tools, and in person.

Skills

Customer service

Communication

Problem-solving

End-user support

Supervision

Education

Bachelor’s degree or equivalent

Tools

TeamDynamix

Druva

Windows

Microsoft 365

macOS

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

Black Hills State University seeks applicants for a Help Desk Analyst in our Network and Computer Services department. This position serves as a key customer-facing member of the Information Technology team and requires exceptional customer service, communication, and problem-solving skills.

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.

More Info

Job posting number: #7369648 Application Deadline: Open Until Filled Employer Location: Online Job Advertising

JAX,Florida

United States