IT Support Specialist

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

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

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.

• 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

• 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

• Support and maintain:
• Microsoft 365 (Exchange, Teams, SharePoint)
• Windows Servers
• Endpoint systems (laptops/desktops/mobile)
• Assist with patching, updates, and system health monitoring

• Configure, image, and deploy devices using:
• Microsoft Intune
• Windows Autopilot
• Troubleshoot:
• Laptops, desktops, printers, mobile devices, phones
• Maintain hardware/software inventory for assigned office

• 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

• Troubleshoot:
• Wi‑Fi connectivity issues
• VPN access
• General network performance issues
• Coordinate with internal teams or vendors for escalations

• Set up and maintain:
• Conference rooms & AV systems
• Workstations and desk setups
• Cable management and office IT layout
• Support office moves, expansions, and upgrades

• Execute onboarding/offboarding processes:
• Account provisioning
• Device setup and recovery
• Access removal and compliance validation
• Follow strict security and documentation protocols

• Work with third‑party vendors to resolve issues
• Participate in IT improvement projects and infrastructure upgrades

• 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, Service Now, Autotask, etc.)

• 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

• 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

• Experience with cybersecurity tools:
• EDR/XDR platforms
• SIEM tools
• Familiarity with compliance frameworks (HIPAA, SOC 2, financial regulations)
• Experience with:
• Cisco Meraki or…