Help Desk Assistant

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