Onsite IT Support Engineer (Tier 1–2)
Cedonix |
Managed Security & IT Services
Location: Minneapolis, MN - Onsite
(Office-Based – Required)
Schedule: Monday–Friday, 8:00 AM – 5:00 PM
About Cedonix
Cedonix is a cybersecurity-focused MSP/MSSP delivering white-glove, compliance-driven IT and security services to organizations across finance, healthcare, and regulated industries.
We specialize in:
- SOC as a Service (SOCaaS)
- Endpoint Detection & Response (EDR)
- Compliance & regulatory alignment (HIPAA, financial frameworks)
- Fully managed IT infrastructure and security operations
Our mission is to provide seamless, strategic, and scalable security—simplified through high-touch service and technical excellence.
Role Overview
The Onsite IT Support Engineer (Tier 1–2) serves as Cedonix’s dedicated, in-office technical resource for client operations. This role is critical to maintaining day-to-day IT functionality, user experience, and operational continuity.
You will act as the frontline technical authority onsite, supporting end users, maintaining systems, and ensuring alignment with Cedonix’s service standards and compliance requirements.
Key Responsibilities
End-User Support & Service Delivery
- Provide onsite Tier 1 and Tier 2 technical support for all employees
- Deliver exceptional user experience with clear communication and rapid resolution
- Troubleshoot and resolve hardware/software issues within SLA targets
- Act as the primary onsite escalation point for technical issues
Identity & Access Management
- Manage user provisioning/deprovisioning in:
- Active Directory (AD)
- Azure AD (Hybrid environments)
- Handle permissions, access requests, and security group management
- Ensure compliance with approval workflows and audit requirements
Systems Administration
- Support and maintain:
- Microsoft 365 (Exchange, Teams, SharePoint)
- Windows Servers
- Endpoint systems (laptops/desktops/mobile)
- Assist with patching, updates, and system health monitoring
Device & Endpoint Management
- Configure, image, and deploy devices using:
- Microsoft Intune
- Windows Autopilot
- Troubleshoot:
- Laptops, desktops, printers, mobile devices, phones
- Maintain hardware/software inventory for assigned office
Help Desk & Ticketing
- Manage full lifecycle of tickets (intake → resolution → documentation)
- Utilize ticketing platforms (e.g., Jira Service Desk or equivalent)
- Maintain accurate documentation and knowledge base articles
Network & Connectivity Support
- Troubleshoot:
- Wi-Fi connectivity issues
- VPN access
- General network performance issues
- Coordinate with internal teams or vendors for escalations
Office & Infrastructure Support
- Set up and maintain:
- Conference rooms & AV systems
- Workstations and desk setups
- Cable management and office IT layout
- Support office moves, expansions, and upgrades
Onboarding / Offboarding
- Execute onboarding/offboarding processes:
- Account provisioning
- Device setup and recovery
- Access removal and compliance validation
- Follow strict security and documentation protocols
Vendor & Project Coordination
- Work with third-party vendors to resolve issues
- Participate in IT improvement projects and infrastructure upgrades
Required Skills & Qualifications
Technical Skills
- Active Directory & Azure AD (Hybrid environments)
- Microsoft 365 administration (Exchange, Teams, SharePoint)
- Windows 10/11 and Windows Server environments
- Endpoint management (Intune, Autopilot preferred)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Hardware troubleshooting (laptops, desktops, peripherals)
- Helpdesk/ticketing systems (Jira, ServiceNow, Autotask, etc.)
Core Competencies
- Strong troubleshooting and problem-solving ability
- Excellent communication and client-facing skills
- Ability to work independently as the sole onsite IT presence
- Strong documentation and process discipline
- High attention to detail and compliance awareness
Experience
- 2–5+ years in IT support or helpdesk (Tier 1–2)
- Experience supporting users in a professional office environment
- Exposure to MSP, MSSP, or managed services environments preferred
Preferred Skills & Technologies
Advanced / Nice-to-Have
- Experience with cybersecurity tools:
- EDR/XDR platforms
- SIEM tools
- Familiarity with compliance frameworks (HIPAA, SOC 2, financial regulations)
- Experience with:
- Cisco Meraki or similar networking platforms
- Azure or AWS environments
- IT Glue or documentation platforms
- Autotask or PSA tools
- Scripting knowledge (PowerShell preferred)
Certifications
- CompTIA A+ / Network+ / Security+
- Microsoft Certifications (MS-900, AZ-900, etc.)
- ITIL Foundation (nice to have)
What Success Looks Like
- Minimal downtime and rapid issue resolution
- High end-user satisfaction and trust
- Clean, audit-ready documentation and systems
- Proactive identification of risks and improvements
- Strong alignment with Cedonix’s white-glove service model
Why Join Cedonix
- Work at the intersection of IT operations and cybersecurity
- Be a trusted onsite technical leader, not just a ticket resolver
- Gain exposure to enterprise-grade systems and compliance environments
- Be part of a lean, high-performance team focused on quality over volume
Why Cedonix
- Work in cybersecurity + IT (high-growth space)
- Be a trusted onsite technical authority
- Exposure to enterprise systems & compliance environments
- Join a lean, high-performance team
Apply If You Are
✔ Hands-on and proactive
✔ Strong communicator
✔ Comfortable owning IT operations onsite
✔ Interested in cybersecurity growth
