CIT - Help Desk Assistant

Hope College; Holland (MI); On-site; USD 22,000 - 33,000; Full time

Job summary

Hope College is seeking a Help Desk Assistant to provide frontline support for the campus community, triaging requests and driving sustainable resolutions. The role covers software/hardware issues, documentation, and user empowerment.

You will log work in a ticketing system, help build user skills, and collaborate with the CIT team to adapt to evolving technology at Hope College in Michigan.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Experience in technology support or a similar role.
• Proficiency in computer operating systems and basic hardware/software troubleshooting.
• Strong written communication skills.
• Calm under pressure: Maintains stable performance when under heavy pressure or stress.
• Learner: Learns quickly and absorbs new information proficiently.
• Listening skills: Lets others speak and seeks to understand their viewpoints.
• Persistence: Demonstrates tenacity and a willingness to go the distance to get something done.
• Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

Responsibilities

• Provide phone, email, and on-site support in troubleshooting and resolving 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. Make attempts to support hardware and software outside this list as appropriate.
• Troubleshoot other campus technology, such as printers and classroom technology.
• Engage with issues beyond immediate resolution, collaborating with end users, and escalating to other CIT staff when appropriate.
• Log and track work completed 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 so users are better equipped to self-serve in the future.
• Assist in developing student staff training.
• Proactively seek engagement and training in evolving technology support.

Skills

Tech support

OS troubleshooting

Written communication

Calm under pressure

Quick learner

Active listening

Persistence

Teamwork

Education

Bachelor’s degree or equivalent experience

Job description

Position Title

CIT - Help Desk Assistant

Classification Title

Hourly Full Time (0.75-1.0 FTE)

Benefits Eligibility

Department

Computing and Information Technology

Job Description

The Help Desk Assistant provides frontline support to the HopeCollege community, helping to triage incoming requests and workingtoward both immediate and sustainable resolutions. This positionaddresses computer software and hardware issues, troubleshootsother campus technology, records work completed, maintains helpdocumentation, and helps users build the skills to work confidentlywith their technology.

Responsibilities

• Provide phone, email, and on-site support in troubleshootingand resolving end user problems and questions across CIT supportedsystems.
• Support Adobe Creative Cloud, Google Workspace, MicrosoftOffice, Moodle/Canvas, and Windows and Apple operating systems.Make attempts to support hardware and software outside this list asappropriate.
• Troubleshoot other campus technology, such as printers andclassroom technology.
• Engage with issues beyond immediate resolution, collaboratingwith end users, and escalating to other CIT staff whenappropriate.
• Log and track work completed in the ticketing system.
• Write and update end user documentation and onlineinstructional materials for CIT supported programs andservices.
• Provide instruction during support interactions so users arebetter equipped to self-serve in the future.
• Assist in developing student staff training.
• Proactively seek engagement and training in evolving technologysupport.

The responsibilities in this position description may change withevolving technology. This position will provide support, asassigned by management, for other areas of the college during timesof high volume and change.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Work-related experience in technology support or a similarrole.
• Proficiency in computer operating systems and basic hardwareand software troubleshooting.
• Strong written communication skills.
• Calm under pressure: Maintains stable performance when underheavy pressure or stress.
• Learner: Learns quickly and absorbs new informationproficiently.
• Listening skills: Lets others speak and seeks to understandtheir viewpoints.
• Persistence: Demonstrates tenacity and a willingness to go thedistance to get something done.
• Teamwork: Reaches out to peers and cooperates with supervisorsto establish an overall collaborative working relationship.

Physical Demands

This position requires the ability to remain in a stationaryposition for frequent periods of time; sometimes includescrouching, bending, and having to work in confined spaces. Thisposition often works in non-climate controlled spaces. Occasionallyinvolves moving and lifting items over 25 pounds; frequently willmove between different offices/workspaces/buildings; and requireseffective communication abilities. In the case of temporary orpermanent condition(s) that require(s) accommodation(s), reasonableaccommodation(s) may be requested.

Pre-employment Screenings

All offers of employment are contingent upon a background check.Some positions may have position specific requirements, such aseducation/licensure/certification verification, a physical, drugscreening, credit checks and/or transportation record review.

Posting Detail Information

Posting Number

2026-032SR

Job Posting Open Date

09/25/2026

Open Until Filled

Yes

Is this position available for sponsorship

No

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed to Apply

Required Documents

1. Resume
2. Cover Letter