User Support Technician

CLASSIFICATION: Administrative

DEPARTMENT: Information Technology

FLSA STATUS : Exempt

SUPERVISION RECEIVED: Assistant Chief Information Officer for Client Success

SUPERVISION EXERCISED: Student Technicians

POSITION SUMMARY: The User Support Technician has advanced technical knowledge of current Apple and Windows Operating Systems to maintain and support the Moravian technology ecosystem across campus. Manage installations, deployments, and configurations of hardware and software to support end users across campus locations. Provides consistent support at the Help Desk in assisting Moravian faculty, students, and staff with day-to-day technology issues and problems (In-person/remote support).

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Deliver responsive, customer-focused support for University systems and software, both in-person and remotely.
• Provide advanced levels of technical support for hardware, software, and networking issues.
• Triage and resolve service requests by assessing severity, verifying issues, troubleshooting, escalating when necessary, and documenting all actions in the helpdesk ticketing system.
• Support University-owned devices including desktops, laptops, tablets, and printers running iOS/iPadOS, macOS, and Windows 10/11.
• Provision, configure, maintain, and repair Apple and Windows devices, including imaging, upgrades, and diagnostics.
• Assist with endpoint management systems such as JAMF, KACE, and campus endpoint protection tools.
• Provide first-level support for network connectivity, telephony, and classroom technology, as well as other enterprise systems.
• Coordinate vendor warranty repairs and manage the IT loaner pool for hardware and peripherals.
• Maintain accurate asset and inventory records.
• Create and update internal and external technical documentation to support consistency and knowledge sharing.
• Stay current with emerging technologies and best practices through training, reading, and professional development.
• Participate in special projects and perform other related duties as assigned.
• Work may occasionally require evenings, weekends, and travel to satellite campus locations.
• Level II – Essential Personnel

QUALIFICATIONS:

• Bachelor’s degree and/or at least five years of experience in a technical support role
• Relevant technical certifications recommended.
• Strong customer service skills to provide exemplary customer support to the University community.
• Proficiency in Apple and Windows operating systems.
• Ability to manage and implement hardware and software deployments.
• Proficient with IT service management platforms (TDX), endpoint management tools (JAMF, KACE), operating systems (macOS, Windows 10/11), and enterprise applications (Microsoft 365, Active Directory, Google Workspace).
• Working knowledge of help desk ticketing systems and remote assistance tools.
• Knowledge of data networking environments and the ability to learn new technologies and skills.
• Strong communication skills, both written and verbal.
• Demonstrate professionalism, respect, and effective time management when supporting end users, troubleshooting issues, and working collaboratively with team members.

TO APPLY: Qualified candidates should attach their cover letter, resume, and contact information for three professional references to the online application Please attach documents as a PDF file.

Moravian University will not sponsor applicants for a U.S. work visa for this position.