IT Support Engineer - Onsite

Wired Technology Partners is seeking an Onsite Support Engineer to provide hands-on IT support for K-12 school districts in Memphis and the Delta. 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.

• 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.

• 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.

• 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.

• 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.

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,…