Frontline IT Help Desk Specialist

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

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.