Help Desk Analyst

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., 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

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., 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.

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., + HigherEdJobs.com

• Chronicle of Higher Education
• SD Department of Labor
• Rapid City Journal
• Black Hills Pioneer
• Referral
• Other

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.