What are the responsibilities and job description for the Support Services Analyst position at South Dakota Board of Regents?
Working Title
Support Services Analyst
Posting Number
CSA02767P
Department
USD - Information Technology Services
Physical Location of Position (City)
Vermillion
Posting Text
The University of South Dakota is seeking an energetic and motivated Support Services Analyst to join the Information Technology Services team, providing exceptional IT support services to faculty, staff, and students. Candidate will be a member of the Service Desk team and located at the USD Vermillion SD campus. Candidate is responsible for customer support and services via phone, remote, and onsite support. Candidate will report to the Service Desk/Knowledge Manager and collaborate with other ITS personnel to follow best practices and established processes to support service offerings, resolve customer issues, and provide excellent customer service.
Responsibilities
- Provide customer service for IT services including installation, assessment, troubleshooting, maintenance, and upgrades of equipment and software used by faculty, staff, and students
- Follow Knowledge Centered Service (KCS) process for documenting and resolving issues.
- Respond to requests according to established service level agreements
- Assist in project activities related to new services or service enhancements
- Communicate through email, phone and in person with faculty, staff, and students to understand requirements and set expectations
- Follow established processes and procedures while responding and resolving customer questions or issues
- Follow established processes for creating, updating, and resolving tickets
- Prioritize tasks to ensure the highest level of customer satisfaction
- Provide Coyote Card Office support for USD faculty, staff, and students
- Upload student, faculty, and staff information, take ID pictures and print USD Coyote ID cards
- Assist with reservations for activity readers for campus events. Program and troubleshoot event reader issues
- Assist with Point-of-Sale Coyote Cash devices for on campus and outside vendors
Required skills
- Excellent written and verbal communication skills
- Excellent customer service with demonstrated results
- Technical background with ability to communicate with a non-technical audience
- Technical experience with Windows, Apple and Microsoft applications
Desired skills
- Familiarity with IT process management especially Knowledge Based processes
- College degree
Posting Date
07/20/2026
Closing Date
Open Until Filled
Yes
First Consideration Date
08/03/2026
Advertised Salary
commensurate with qualifications
Duration of the Term
12 months
If Other, describe duration
Appointment Percent
100
Work Hours
Standard business hours
Typical Hours Worked Per Week
Appointment Type
Regular
Scope of Search
External (includes Internal)
If internal, define scope of search
This position requires
Weekends/Holidays
If other, please indicate
Department Description and Cultural Expectations
Equal Employment Opportunity Statement
USD is committed to fostering a dynamic and welcoming working and learning environment for all. USD provides equal employment opportunities to all employees and applicants for employment without regard to ideological, political, or sectarian opinions or perspectives; or race, color, creed, religion, sex, ancestry, disability, national origin or any other factor protected by applicable federal, state, or local laws. USD is committed to the principles of free expression and encourages the timely and rational discussion of topics in an environment that is intellectually and ideologically diverse.
Salary : $51,478 - $72,933