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Help Desk Assistant

Hope College Holland, MI

Holland, MI

Today

Full time Adobe Creative Cloud Canvas Design Tools

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Job Description

The CIT Help Desk Assistant is a frontline support role for the Hope College community. The position focuses on triaging and resolving end user technology requests, documenting and tracking activity in a ticketing system, and helping users build skills to self-serve.

Location and Employment Information

Location: Holland, MI (onsite)
Posting Number: 2026-032SR
Job Posting Open Date: 09/25/2026
Open Until Filled: Yes
Sponsorship: No

Education

Bachelor’s degree or equivalent experience

Core Responsibilities

Provide phone, email, and on-site support to troubleshoot and resolve end user problems and questions across CIT supported systems.
Support Adobe Creative Cloud, Google Workspace, Microsoft Office, Moodle/Canvas, and Windows and Apple operating systems, with attempts to support other hardware and software as appropriate.
Troubleshoot other campus technology, including printers and classroom technology.
Work with issues that require more than immediate resolution by collaborating with end users and escalating to other CIT staff when appropriate.
Log and track completed work in the ticketing system.
Write and update end user documentation and online instructional materials for CIT supported programs and services.
Provide instruction during support interactions to improve users’ ability to self-serve in the future.
Assist in developing student staff training.
Proactively seek engagement and training in evolving technology support.

Required and Preferred Attributes

Bachelor’s degree or equivalent experience required.
Work-related experience in technology support or a similar role.
Proficiency in computer operating systems and basic hardware and software troubleshooting.
Strong written communication skills.
Calm under pressure, maintaining stable performance during heavy pressure or stress.
Learner, able to learn quickly and absorb new information effectively.
Listening skills, allowing others to speak and seeking to understand viewpoints.
Persistence, demonstrating tenacity and willingness to work through challenges to completion.
Teamwork, reaching out to peers and coordinating with supervisors to support collaborative working relationships.

Technology Environment

Adobe Creative Cloud
Google Workspace
Microsoft Office
Moodle
Canvas
Windows operating system
Apple operating systems
Ticketing system

Physical Demands

Ability to remain stationary for frequent periods of time; may include crouching, bending, and working in confined spaces.
May work in non-climate controlled spaces.
Occasionally involves moving and lifting items over 25 pounds; frequently involves moving between offices/workspaces/buildings.
Requires effective communication abilities.
Reasonable accommodation requests may be submitted for temporary or permanent conditions requiring accommodation.

Pre-Employment Screening and Required Application Materials

All offers of employment are contingent upon a background check.
Some positions may have position-specific requirements, which may include education/licensure/certification verification, physical, drug screening, credit checks, and/or transportation record review.
Required documents: Resume, Cover Letter

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