IT Support Engineer - Onsite

Onsite Support Engineer

Wired Technology Partners is seeking an Onsite Support Engineer to provide hands-on IT support within a K–12 school district in Columbus, Ohio. This role is highly visible and relationship-driven: you'll support teachers, staff, and administrators by keeping classroom and office technology reliable, resolving issues quickly, and communicating clearly, especially when users are under pressure.

You'll handle a mix of device troubleshooting, account support, and light network/printer/classroom tech work. You'll also document environments, follow ticketing and time-tracking processes, and partner closely with our remote service desk and senior engineers for escalation and project work. This is an in-person role.

Key Responsibilities

• Provide friendly, professional on-site technical support for staff and faculty and, where applicable, student-facing devices in coordination with district policy.
• Troubleshoot and resolve issues involving:
• Windows/macOS/ChromeOS devices, common productivity apps, and peripherals
• Printing and scanning
• User access, passwords, MFA, and basic account provisioning within district-approved systems
• Wireless connectivity and basic network troubleshooting (layer 1–3 triage)
• Classroom and building technology (projectors/displays, audio, presentation setups, etc.)
• Own incidents end-to-end:
• Set expectations, communicate next steps and realistic timelines, and follow through to full resolution
• Escalate effectively with clear notes, troubleshooting steps performed, and relevant screenshots/logs
• Maintain accurate ticket documentation and time entry aligned with Wired Technology Partners' standards.
• Create and maintain district site documentation (device inventories, network notes, recurring issues, and "how-to" guides for common requests).
• Assist with projects and deployments (device refreshes, classroom rollouts, software installs, cabling cleanup, etc.).
• Perform proactive checks and routine maintenance to reduce downtime (patching coordination, device health checks, backup/restore validations as assigned).
• Support and model security best practices (MFA adoption, safe handling of student/staff data, phishing awareness, endpoint protection hygiene).
• Provide excellent "white glove" customer service (especially in classrooms), minimizing disruption to instruction whenever possible.
• Participate in periodic after-hours support as needed (events, testing windows, maintenance, or special projects), with reasonable notice when possible.
• Maintain strong attendance.

Qualifications

Required

• 2+ years of hands-on IT support experience (helpdesk or onsite support).
• Strong troubleshooting ability across endpoints, peripherals, and core productivity tools.
• Comfortable working in a fast-paced environment with frequent context switching and competing priorities.
• Excellent communication skills with non-technical users; patient, calm, and service-oriented.
• Ability to work independently on-site while collaborating with a remote team.
• Ability to lift/transport common IT equipment (e.g., computers, monitors, printers) and move throughout school buildings.
• Ability to pass district-required background checks and comply with all school policies and safety procedures.

Preferred

• Experience supporting a K-12 environment or other high-availability, high-touch user populations.
• Familiarity with Microsoft 365 and/or Google Workspace (especially with education environments).
• Basic understanding of networking fundamentals (TCP/IP, DNS/DHCP concepts, switching/wireless basics).
• Exposure to endpoint management tools (e.g., RMM, Google Admin, MDM concepts), imaging, and device lifecycle processes.
• Certifications such as CompTIA A+/Network+/Security+, Microsoft, Google, or equivalent.

Success Metrics

• Meets or exceeds ticket SLA expectations for response and resolution; consistently documents work clearly.
• High customer satisfaction from teachers/staff (professionalism, clarity, follow-through).
• Strong first-time-fix and reduction in repeat issues through root-cause problem solving.
• Accurate asset/environment documentation that improves support efficiency and escalations.
• Demonstrates ownership, escalates appropriately, communicates proactively, and helps prevent outages.
• Positive partnership with district stakeholders and Wired Technology Partners teammates.

Benefits We offer an environment for career-driven, partner-focused individuals seeking to make a solid contribution to our company and partners' objectives. If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then Wired is the place to build your career.

A position at Wired Technology Partners offers:

• Competitive salary
• Medical, dental, and vision benefits
• 401K with a company match
• Paid time off
• Cell phone, laptop, and tools
• Training and certifications

Wired is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.