IT Service Technician

Information Technology Services (ITS) supports Wesleyan University's academic, research, and administrative mission by providing reliable, secure, and user-focused technology services. As part of the ITS Service Delivery team, the IT Service Technician helps ensure faculty, staff, and students have the technology and support they need to teach, learn, research, and work effectively. Reporting to the ITS Service Desk Manager, the IT Service Technician prov ide s customer -focused, hands-on hardware a nd e n d -user suppor t with an emphasis on Apple devices . T he position perfo rms devic e deplo yment , h ardwa re repair , tro ubleshooti ng , a nd l ifecy cle suppo rt for desktop , laptops , and mobile devices across the University. As a member of the ITS Service Delivery Team , th e I T Ser vice Technician works closely with the ITS Service Desk, Desktop Support Specialists (DSS), and the ITS Software Deployment Engineer to configure, deploy, diagnose, repair, maintain, and support techn ology used by staff, faculty, and students throughout the University . Key Responsibilities: Apple Hardware Repair & Diagnostics Serve as the team’s primary reso urce for Apple hardware support , diag nostics , and rep air. Perform diagnostics, troubleshooting, hardware repair, and warranty and non ‑ warranty service for Apple desktops , laptops , and re lated hardware. Conduct rou tine data recovery and data migration for Apple systems. Maintain and prepare Apple loaner equipment, ensuring devices are imaged, inventoried, sanitized, and ready for deployment. End -user Support (Tier 1 & Tier 2) Provide re sponsive support via phone, walk - in, email, chat, and remote su pport tools. Resolve issues at the appropriate level and escalate when necessary. Deliver clear, friendly explanations of technical issues to nontechnical users. Deployment, Imaging & Device Management Collaborate with the ITS Software Deployment Engineer to test, deploy and m aintain Apple software images and O pera ting S ystem updates. Use JAMF Pro and related tools to enr oll, configure and manage Apple device s , deploy sof tware , and suppor t e stablished dev ice managem ent polic ies . Campus Field Support Perform onsite diagnosis, tr oubleshooting , and resolution of Apple hardware and software issues across campus. Support end - user mobile Apple devices (iPhones, iPads, peripherals) used for University business. Inventory & Lifecycle Management Work with Desktop Support to maintain inventory of Apple hardware and peripherals. Track hardware lifecycles a nd assis t with hardware upgrades and equipment disposition. Travel to offices, classrooms, and other campus locations to install, maintain , troubleshoot, repair, and support University-owned technology. General IT Support Assist with Windows desktop support and general IT hardware and p eri pheral troubleshooting as needed. Coor d inate with Apple and third - party vendors regarding warranty service, parts procurement, and technical guidance. Provide hands-on technical support through bench repair, onsite field support, device deployment, and direct assistance to end users across the University. Documentation & Knowledge Sharing M aintain accur ate document ation of repairs, installations, inventory updates, and support activities in ServiceNow. Contribute to ITS knowledge base articles related to Apple hardware and software support. Other Duties Perform additional responsibilities as assigned (Relocation assistance to CT is available for those who qualify). Minimum Qualifications Bachelor’s degree and at least 2 years of expe rience provid ing deskt op, device, or IT hardware support or an equivalent combination of education, training, and experience. Hands - on experience supporting Apple desk top , lapto p and m obile devices including hardware diagnostics, repair, and operating system imaging , deployment , and troubleshooting . Exp erienc e using JAMF Pro or similar Apple mobile devic e management ( MDM ) solutions. W orking kno wled ge of Windows operating systems and des ktop devices. Demons trated ab ility to provi de effec tive customer service and co mmunicate techn ical information clearly to users with varyi ng level s of technical know ledge. Demonstrated ability to organize work, manage multiple assignments, and maintain accurate technical documentation. Demonstrated ability to troubleshoot technical issues, prioritize work, and complete assignments with appropriate supervision . Working knowledge of supporting desktops , laptops , and mobile d e vices in a network ed environmen t . Commitment to working within a diverse environment and interacting professionally with individuals of varied backgrounds. Preferred Qualifications Apple certifications such as Apple Certi fied Support Prof ession al ( ACSP ) or Apple Certified Mac Techn ician ( ACMT ) . E xperience p rovi ding Tier 1 and Tier 2 te chnical support in a networked environment, including the use of IT service man agement ( ITSM ) platforms such as ServiceNow. Experience performing data recovery on Apple devices . Experience with Windows Active Directory, Microsoft Endpoint Configuration Manager ( formerly SCCM ) and mul ti-facto r authentication ( MFA ) tools . Familiarity with Network Access Control (N AC ) sol utions such as Aruba ClearPass or other equivalent tools . Experience providing remote technical support using remote supp ort tools. Experience with virtual pr ivate ne twork ( VPN ) connec tivity and software. Exper ience providing IT support within a higher education environment. Position is open until filled. For full consideration please apply by August 23rd when first review of applications will begin. Compensation: $52,400-$61,300 Work Location: On Campus All offers to external applicants are contingent on the candidate’s completion of a pre-employment background check screening to the satisfaction of Wesleyan University. Wesleyan University, located in Middletown, Connecticut, does not discriminate on the basis of race, color, religious creed, age, gender, gender identity or expression, national origin, marital status, ancestry, present or past history of mental disorder, learning disability or physical disability, political belief, veteran status, sexual orientation, genetic information or non-position-related criminal record. We welcome applications from women and historically underrepresented minority groups. Inquiries regarding Title IX, Section 504 or any other non-discrimination policies should be directed to Vice President for Equity and Inclusion, Title IX and ADA/504 Coordinator. Wesleyan University complies with the Clery Act and maintains records of campus crime statistics and security policies. Copies of Wesleyan University’s Clery Act Report are available on request and online at https://www.wesleyan.edu/publicsafety/clery.html . Experience is taken into consideration in the determination of salary offers. For more information visit https://www.wesleyan.edu/hr/handbook/compensation-practices/index.html Wesleyan offers a broad range of employee benefits and development opportunities, including comprehensive group insurance plans, wellness programs and incentives, generous paid time off and retirement plans, flexible work schedules, employee and dependent tuition programs for those who qualify. Detailed information on the benefits of working at Wesleyan is located at: https://wesleyan.edu/hr/careers/prospective-resources.html .