IT Service Technician
$52,400–$61,300 year
On-siteMiddletown, Connecticut, United States
Job Summary
Conduct Apple hardware diagnostics, repair, and data recovery for desktops, laptops, and mobile devices across campus. Perform onsite troubleshooting and field support for faculty, staff, and students while managing inventory and lifecycle updates for Apple equipment. Collaborate with the Software Deployment Engineer to test, deploy, and maintain Apple software images using JAMF Pro, and provide Tier 1 and Tier 2 end-user support via phone, walk-in, email, and remote tools. Maintain accurate documentation of repairs and installations in ServiceNow and contribute to knowledge base articles. This role supports Wesleyan University's academic, research, and administrative mission within the ITS Service Delivery team.
Required Qualifications
- Bachelor's degree
- At least 2 years of experience providing desktop, device, or IT hardware support
- 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
- Completion of a pre-employment background check screening to the satisfaction of Wesleyan University
- Relocation assistance to CT is available for those who qualify
Desired 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
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