"Staff Assistant, Help Desk Analyst"

Department Summary:

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. Bridgewaters 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.

Position Summary:

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, youll be the go-to expert for faculty, staff, and students seeking reliable, friendly, and innovative tech support. In this dynamic role, youll 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

Position Type:

APA Professional

Essential Duties:

Help Desk Operations

• 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 TeamDynamix (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.

Student Staff Supervision

• Lead, inspire, and support a team of approximately 8 student employees and 1 graduate assistant, using SubItUp 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.

Technical Support

• 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: TeamDynamix (TDX), SubItUp, Microsoft Teams, Active Directory, and Office 365.
• Support classroom technology for teaching, learning, and research.
• Troubleshoot non-standard software/hardware and escalate as needed.
• Monitor and troubleshoot issues with the WEPA cloud campus printing solution.

Documentation & Knowledge Management

• 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.

Collaboration & Continuous Improvement

• 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.

Additional Expectations

• Stay curious and informed about the latest in computer technology and software.
• Research and recommend innovative solutions to meet campus needs.
• Always look for ways to improve IT service delivery.
• Be flexible, occasional evening and weekend hours may be needed to support campus events.
• Support and promote the Universitys diversity, equity, and social justice initiatives.
• Other duties as assigned that align with the IT Service Centers mission, goals, and

Required Qualifications:

• Bachelors degree (or three years of relevant professional experience in place of a degree).
• Experience in help desk/call center operations and management.
• Strong troubleshooting skills and hands-on experience with computers.
• A passion for customer service.
• Working knowledge of Windows OS, MS Office, and Mac OS.
• Excellent communication-both written and verbal.
• Top-notch organizational and interpersonal skills.
• Ability to juggle multiple assignments independently and as part of a team.

Preferred Qualifications:

• Familiarity with higher education, IT environments, and ITSM principles, and practices.
• Experience in technical writing.
• Comfort with enterprise IT tools (ticketing, device management, etc.).

Salary Range:

$60,000-$65,000

Posting Number:

S01291P

Open Date:

02/08/2026

Close Date:

03/08/2026

Open Until Filled:

No

Special Instructions to Applicants:

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

To apply, visit https://jobs.bridgew.edu/postings/31851

*Bridgewater State University is an equal employment opportunity employer and considers all qualified candidates without regard to race, color, religion, sex, age, national origin, disability status, veteran status, gender identity, sexual orientation, genetic information, pregnancy or pregnancy-related condition or any other characteristic protected by law.*