IT Service Technician

About the role

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.

Responsibilities

• Serve 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.
• 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.
• 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.
• 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.
• Afford general IT support, assisting 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.
• 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.

Qualifications

• Bachelor’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.