Help Desk Analyst

Help Desk AnalystBlack 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 escalate service requests;Provide end-user support by telephone, email, live chat, remote-support tools, and in person; andMaintain 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.To Apply:Applications for this position must be made online at Complete the online application and attach a cover letter, resume, and the names and contact information for three professional references. This position is open until filled with a first review date of September 7, 2026 @ 11PM Mountain Time. For application assistance, please contact Human Resources at View phone number on click.appcast.io. Inquiries directly related to the position should be sent to Fred Nelson at View email address on click.appcast.io. Arrangements for accommodations required by disabilities can be made by contacting Cassie Maser at View phone number on click.appcast.io or View email address on click.appcast.io. Employment is dependent upon a satisfactory background check.