Staff Assistant, Help Desk Analyst

Please see Special Instructions for more details.

Please note the following information is required to complete your application for this position:

• A minimum of three (3) professional reference entries in space provided on the application form.
• Resume/CV
• Cover Letter

Title

Staff Assistant, Help Desk Analyst

Bridgewater State University is an inclusive community dedicated to the lifelong success of all students, focused on the continuous improvement of its people, and responsible for leading innovation that benefits southeastern Massachusetts, the commonwealth, and the world. Bridgewater’s accessible environment of teaching and learning stimulates critical thinking, pursuit of new knowledge, and deeper understanding, the cultivation of meaningful and diverse interpersonal relationships, and fostering an appreciation for global engagement.

Our commitment to diversity, equity, and inclusion is reflected in our institutional values, which ensure that all students are supported and succeed. Bridgewater has the tools and technical infrastructure to support students—both on campus and off. Our wireless network offers high-speed internet connectivity throughout our campus. We offer Microsoft O365 applications, Blackboard LMS and a broad range of applications and services to support academic life.

Are you passionate about technology and eager to make a difference on a vibrant university campus? As the IT Service Center Help Desk Analyst at Bridgewater State University, you’ll be the go-to expert for faculty, staff, and students seeking reliable, friendly, and innovative tech support. In this dynamic role, you’ll solve problems, mentor a talented student team, and help shape the digital experience for our entire campus community.

If you thrive on variety, collaboration, and continuous learning, this is your opportunity to shine! This is a full-time, 12-month APA position and is subject to the terms of that union agreement. This position is located on campus in Bridgewater, MA. Standard

Schedule:

Monday-Friday 9AM-5PM

• Be the welcoming first point of contact for all things tech—whether in person, by phone, or virtually.
• Manage and resolve IT service requests using Team Dynamix (TDX), ensuring that every ticket is handled efficiently and with care.
• Tackle complex issues such as Tier 2 support, guiding escalations and providing hands‑on troubleshooting when needed.
• Foster seamless communication and teamwork using Microsoft Teams.

• Lead, inspire, and support a team of approximately 8 student employees and 1 graduate assistant, using Sub It Up  for smart scheduling and workforce management.
• Coach, train, and empower student staff to deliver exceptional service, especially during busy times like semester transitions.
• Oversee recruitment, onboarding, and ongoing development for your student team.

• Deliver expert solutions for supported software, Windows and Mac operating systems, hardware, and network connectivity.
• Work hands‑on with a suite of industry‑leading tools:
  Team Dynamix (TDX), Sub It Up , Microsoft Teams, Active Directory, and Office 365.
• Support classroom technology for teaching, learning, and research.
• Troubleshoot non‑standard software/hardware and elevate as needed.
• Monitor and troubleshoot issues with the WEPA cloud campus printing solution.

• Create and maintain clear, helpful technical documentation and knowledge base articles.
• Keep the BSU IT website up to date with the latest service center information.
• Partnering with the Director of the Service Center to support internal IT and external campus collaborations through data collection, project work, and attending meetings when needed.
• Stay ahead of the curve by attending project meetings and keeping up with new and evolving university services.
• Help review the external call center vendor tickets and performance and step in for external call vendor meetings as needed.

• Stay curious and informed about the latest in computer technology and software.
• Research and recommend innovative solutions to meet…