IT Service Technician

Wesleyan University, founded in 1831, is a diverse, energetic liberal arts community where critical thinking and practical idealism go hand in hand.

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 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.

• Apple Hardware Repair & Diagnostics — 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.

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 life cycles 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 Service Now.

• 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.

• 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…