IT Service Technician

Information Technology Services (ITS)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.IT Service TechnicianReporting to the ITS Service Desk Manager, the IT Service Technician provides customer-focused, hands-on hardware and end-user support with an emphasis on Apple devices. The position performs device deployment, hardware repair, troubleshooting, and lifecycle support for desktop, laptops, and mobile devices across the University.As a member of the ITS Service Delivery Team, the IT Service 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 technology used by staff, faculty, and students throughout the University.Key ResponsibilitiesApple Hardware Repair & DiagnosticsServe as the team's primary resource for Apple hardware support, diagnostics, and repair.Perform diagnostics, troubleshooting, hardware repair, and warranty and non-warranty service for Apple desktops, laptops, and related hardware.Conduct routine 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 responsive support via phone, walk-in, email, chat, and remote support tools.Resolve issues at the appropriate level and escalate when necessary.Deliver clear, friendly explanations of technical issues to nontechnical users.Deployment, Imaging & Device ManagementCollaborate with the ITS Software Deployment Engineer to test, deploy, and maintain Apple software images and Operating System updates.Use JAMF Pro and related tools to enroll, configure, and manage Apple devices, deploy software, and support established device management policies.Campus Field SupportPerform onsite diagnosis, troubleshooting, 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 ManagementWork with Desktop Support to maintain inventory of Apple hardware and peripherals.Track hardware lifecycles and assist 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 SupportAssist with Windows desktop support and general IT hardware and peripheral troubleshooting as needed.Coordinate 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 SharingMaintain accurate documentation of repairs, installations, inventory updates, and support activities in ServiceNow.Contribute to ITS knowledge base articles related to Apple hardware and software support.Other DutiesPerform additional responsibilities as assigned.(Relocation assistance to CT is available for those who qualify).Minimum QualificationsBachelor's degree and at least 2 years of experience providing desktop, device, or IT hardware support or an equivalent combination of education, training, and experience.Hands-on experience supporting Apple desktop, laptop, and mobile devices including hardware diagnostics, repair, and operating system imaging, deployment, and troubleshooting.Experience using JAMF Pro or similar Apple mobile device management (MDM) solutions.Working knowledge of Windows operating systems and desktop devices.Demonstrated ability to provide effective customer service and communicate technical information clearly to users with varying levels of technical knowledge.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 devices in a networked environment.Commitment to working within a diverse environment and interacting professionally with individuals of varied backgrounds.Preferred QualificationsApple certifications such as Apple Certified Support Professional (ACSP) or Apple Certified Mac Technician (ACMT).Experience providing Tier 1 and Tier 2 technical support in a networked environment, including the use of IT service management (ITSM) platforms such as ServiceNow.Experience performing data recovery on Apple devices.Experience with Windows Active Directory, Microsoft Endpoint Configuration Manager (formerly SCCM) and multi-factor authentication (MFA) tools.Familiarity with Network Access Control (NAC) solutions such as Aruba ClearPass or other equivalent tools.Experience providing remote technical support using remote support tools.Experience with virtual private network (VPN) connectivity and software.Experience providing IT support within a higher education environment.