Help Desk Analyst

Posting Details

Posting Details

Logo Institution Black Hills State University Working Title Help Desk Analyst Posting Number CSA02802P Department BHSU-Network & Computer Support Services Physical Location of Position (City) Spearfish 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 escalate 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.

TO APPLY:

Applications for this position must be made online at http://yourfuture.sdbor.edu. 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 605.642.6549. Inquiries directly related to the position should be sent to Fred Nelson at fred.nelson@bhsu.edu.

Arrangements for accommodations required by disabilities can be made by contacting Cassie Maser at 605-642-6545 or Cassie.Maser@bhsu.edu. Employment is dependent upon a satisfactory background check.

Posting Date 08/25/2026 Closing Date Open Until Filled Yes First Consideration Date 09/07/2026 Advertised Salary $27.12/hr Duration of the Term 12 months If Other, describe duration Appointment Percent 100 Work Hours

8:00am-5:00pm M-F

Typical Hours Worked Per Week Appointment Type Regular Scope of Search External (includes Internal) If internal, define scope of search This position requires Travel, Valid Drivers License If other, please indicate Department Description and Cultural Expectations

Black Hills State University is a masters-level state university with more than 3,600 students. The campus leads the region in sustainability efforts and maintains top academic programs in business (AACSB Accredited), exercise science, natural sciences, social sciences, the arts, mass communication, health sciences and education. The University, founded in 1883, is located in the northern Black Hills, a region abundant with outdoor activity and culture. Spearfish, S.D., is recognized as one of the top 10 most livable small towns in the USA and has also been recognized nationally for outdoor recreational opportunities. A second location, BHSU-RC, is in Rapid City, the state's second-largest city. BHSU, a member of NCAA Division II athletics, offers 14 sports, and has a legacy of champion rodeo teams.

Equal Employment Opportunity Statement

Black Hills State University is an Equal Opportunity Employer. Black Hills State University and the Board of Regents ensure that all employment practices are free of discrimination.

Contact Information

Working Conditions

Cognitive Requirements

Please check the appropriate response that describe the cognitive requirements for this position. Analyzing, Comprehend, Frequent Change, Intense Customer Interaction, Logic, Memory, Multiple Priorities, Multiple Stimuli, Pace-fast, Perform calculations, Reading, Reasoning, Verbal Communication, Written Communication, Pace-average

Protective Clothing/Equipment

Please check the appropriate response for this position's use of the following protective clothing or equipment. If other protection is used please identify

N/A

Physical Requirements

Please designate the physical requirements of this position Balancing, Bending, Stooping, Twisting, Carrying, Climbing Ladders, Climbing Stairs, Crawling, Crouching, Driving, Fine Finger Manipulation (keyboarding, pipefitting, bench work, etc), Grasping, Kneeling, Lifting Above Waist, Lifting Below Waist, Lifting light, Lifting moderate, Lifting heavy, Pushing/Pulling, Reaching, Repetitive Motion, Sitting for sustained periods of time, Squatting, Standing for sustained periods of time, Stretching, Use Both Hands, Use of Either Hand, Independently, Walking, Wrist Movement (twisting or rotating) Describe any of the conditions selected

N/A

Sensory Requirements

Please check the appropriate response that describe the sensory requirements for this position. Color Vision, Depth Perception, Distant Vision, Hearing, Near Vision, Peripheral Vision, Speaking, Vision (With and without corrective lenses)

Working Conditions & Exposures

Working Conditions or Exposures (or potential exposures) that this position may encounter during the course of the work day. Changes of Temperature, Walking/Standing on rough or uneven surfaces (gravel, rocks, etc), Work Overhead, Walking/Standing on wood, metal or concrete, Work in confined/congested spaces (tunnels) Please describe, in more detail, any of the conditions checked above

N/A

Working Environment

Check the appropriate box(es) that best describes the environment in which the primary function of the position is performed. Office Environment, Classroom Environment If you have indicated Other Environment, if work tasks involve one or more of the above, or if further explanation is necessary, please use the space provided.

N/A

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Where did you hear about this position?
• SDBOR Employment Site
• BHSU Website
• HigherEdJobs.com
• Chronicle of Higher Education
• SD Department of Labor
• Rapid City Journal
• Black Hills Pioneer
• Referral
• Other

Documents Needed to Apply

Required Documents

• Resume
• Cover Letter
• Reference List

Optional Documents

• Other