Help Desk Analyst

Department BHSU-Network & Computer Support Services

Physical Location of Position (City)

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.

• 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 Team Dynamix and the Druva endpoint backup system;
• Coordinate Team Dynamix 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.

• 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.

• 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.

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

• The Lenovo Certified Warranty Technician exam will need to be completed in the first three months of employment.

• A valid driver’s license is required.

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.

Posting Date

Posting Date 08/25/2026

Closing Date

Open Until Filled Yes

First Consideration Date

First Consideration Date 09/07/2026

Advertised Salary

Advertised Salary $27.12/hr

Duration of the Term

Duration of the Term 12 months

Appointment Percent

Appointment Percent 100

Work Hours

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

Typical Hours Worked Per Week

Appointment Type

Appointment Type Regular

Scope of Search

Scope of Search External (includes Internal)

If internal, define scope of search

This position requires

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…