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

Cedonix

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