IT Service Technician
Job Location:
Middletown, DE - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Information Technology Services (ITS) supports Wesleyan Universitys 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 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 Responsibilities:
Apple Hardware Repair & Diagnostics
Serve as the teams primary resource for Apple hardware support diagnostics and repair.
Perform diagnostics troubleshooting hardware repair and warranty and nonwarranty 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 Management
Collaborate 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 Support
Perform 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 Management
Work 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 Support
Assist 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 Sharing
Maintain 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 Duties
Perform additional responsibilities as assigned
(Relocation assistance to CT is available for those who qualify).
Minimum Qualifications
Bachelors 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 Qualifications
Apple 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.
Position is open until filled. For full consideration please apply by August 23rd when first review of applications will begin.
Compensation: $52400-$61300Work Location: On CampusAll offers to external applicants are contingent on the candidates 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 toVice 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 Universitys Clery Act Report are available on request and online at is taken into consideration in the determination of salary offers. For more information visit 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: Experience:
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About Company
Founded in 1831, Wesleyan University is a leading liberal arts and sciences university located in the heart of Connecticut.
