IT Help Desk Lead & User Support Specialist

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 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.