IT Support Services Technician

Wheaton is a leading private, coeducational, liberal arts college of 1800 students located in Norton, MA and within easy commuting distance of Boston and Providence.

Posting Details

Posting Number: 0601297

Position Title: IT Support Services Technician

FLSA: Non-Exempt

Job Type: Full-Time

Staff Term: 12 Months

Staff Work Schedule (hours/dates): Monday - Friday, 8:30am - 4:30pm

Position Type: Staff

Department: Information Technology Services

Job Summary/Basic Function:

The IT Support Services Technician provides hands-on, in-person technical support to faculty, staff, and students and serves as the first line of technical response for campus technology issues.

This role is responsible for independently troubleshooting and resolving desktop, laptop, peripheral, and standard application issues in the field; supporting instructional classrooms, computer labs, and office environments; and assisting with endpoint deployments and operational IT initiatives in accordance with established standards and procedures.

This position is focused on frontline support and does not involve systems administration or network engineering responsibilities.

The IT Support Services Technician also supports Help Desk operations by assisting student Help Desk workers with technical issues and providing coverage when student staff are unavailable to ensure continuity of service.

The role requires strong problem-solving skills, sound technical judgment, and the ability to work independently with minimal supervision while following defined escalation paths.

A commitment to customer service, clear communication, accurate documentation, and ongoing professional development is essential.

Minimum Qualifications:

• High School diploma or GED required
• Vocational or technical training in information technology, or an equivalent combination of education and hands-on experience
• Demonstrated experience providing in-person technical support for desktop and laptop systems in a professional or institutional environment
• Working knowledge of Windows and macOS operating systems
• Familiarity with Google Workspace and standard productivity applications (e.g., Microsoft Office)
• Demonstrated ability to troubleshoot and resolve technical issues independently using logical problem-solving techniques
• Ability to document technical issues, troubleshooting steps, and resolutions clearly
• Strong customer service and communication skills, with the ability to support non-technical users
• Ability to work independently with minimal supervision while following established procedures and escalation guidelines
• Ability to travel across campus, climb stairs, and lift and carry computer equipment weighing up to 50 pounds

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Information Technology or a related field
• Prior experience providing in-person IT support in a higher education, K–12, healthcare, or enterprise environment
• Experience supporting instructional classrooms, computer labs, or shared technology spaces
• Familiarity with endpoint deployment, imaging, and management tools (e.g., SmartDeploy, Jamf, or similar platforms)
• Experience working within a ticketing system and following documented support and escalation procedures
• CompTIA A+ or other foundational IT certification
• Demonstrated commitment to professional development and staying current with foundational IT technologies and best practices

Compensation and Benefits

To attract and retain the most talented individuals, Wheaton College maintains a flexible and competitive staff compensation and benefits program.

When determining and establishing hiring rates or recruitment ranges for a position, the College considers a number of factors including the budget for the position, the range of the grade, the external market for the position or similar positions, level and scope of responsibilities, required education, skills and relevant experience as well as internal equity. All salary offers must have the prior approval of the Office of Human Resources.

The anticipated hiring or recruitment range for this position is $28.50- $30.00 per hour. The actual salary offered will be commensurate with the qualifications, education and experience of the candidate hired.

Physical Demands

• Frequent walking across campus grounds and between buildings, including outdoor travel in varying weather conditions
• Ability to climb multiple flights of stairs in buildings without elevators
• Ability to lift, carry, and position computer equipment and peripherals weighing up to 50 pounds
• Frequent bending, kneeling, crouching, reaching, and working under desks or in confined spaces to install or service equipment
• Ability to perform hands-on technical support throughout the workday, often requiring continuous movement between locations