CIT - Help Desk Assistant

The Help Desk Assistant provides frontline support to the Hope College community, helping to triage incoming requests and working toward both immediate and sustainable resolutions. This position addresses computer software and hardware issues, troubleshoots other campus technology, records work completed, maintains help documentation, and helps users build the skills to work confidently with their technology.

• 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.
• Proactively seek engagement and training in evolving technology support.

The responsibilities in this position description may change with evolving technology. This position will provide support, as assigned by management, for other areas of the college during times of high volume and change.

• 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.
• 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.

This position requires the ability to remain in a stationary position for frequent periods of time; sometimes includes crouching, bending, and having to work in confined spaces. This position often works in non-climate controlled spaces. Occasionally involves moving and lifting items over 25 pounds; frequently will move between different offices/work spaces/buildings; and requires effective communication abilities. In the case of temporary or permanent condition(s) that require(s) accommodation(s), reasonable accommodation(s) may be requested.

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

Additional Postings available from Hope College