IT Support Specialist Tier1 MSP

Job Opening IT SYSTEMS SUPPORT Specialist – TIER 1 Job Description About Us At edgefi , we deliver exceptional managed IT and cybersecurity services to businesses. We pride ourselves on strong relationships, technical excellence, and a culture that values learning, ownership, and teamwork. We are growing and looking for motivated IT professionals who want to build a long-term career in an MSP environment. Position Overview The Tier 1 IT Support Specialist is an entry-to-junior-level role focused on frontline technical support and customer service. This position is ideal for someone who enjoys helping others, learning new technologies, and expanding their technical skill set in a fast-paced MSP environment. Tier 1 IT Support Specialists are the first point of contact for clients, responsible for troubleshooting common issues, documenting work thoroughly, and appropriately escalating complex problems. This role offers hands‑on exposure to Microsoft 365, networking, endpoint management, and security fundamentals, with clear growth paths to Tier 2 and Tier 3. Key Responsibilities Serve as the first point of contact for client IT support requests via ticketing system, phone, and email Troubleshoot and resolve common issues related to: Windows and macOS workstations Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics) Printers, peripherals, and basic networking connectivity Perform user account management tasks in Microsoft 365 and Entra ID (password resets, MFA support, group membership, etc.) Follow documented processes and standard operating procedures Accurately document all work performed in the ticketing system Escalate complex issues to Tier 2 or Tier 3 with clear troubleshooting notes Assist with onboarding/offboarding tasks for client users Participate in ongoing training and skill development Requirements Qualifications 1–3 years of experience in IT support, help desk, or a similar role (MSP experience is a plus) Basic understanding of: Windows operating systems Microsoft 365 fundamentals Networking concepts (IP addressing, DNS, DHCP basics) Strong customer service mindset with excellent communication skills Ability to manage multiple tickets and prioritize effectively Willingness to learn, accept feedback, and grow technically Comfortable working in a client‑facing, in‑person environment Certifications Required CompTIA A+ (or ability to obtain within 90 days) Certifications Preferred Network+ Microsoft 365 Fundamentals (MS-900) Security+ Benefits What We Offer Clear career progression path from Tier 1 → Tier 2 → Tier 3 $5,000 annual training and professional development budget per employee Opportunities to take courses and earn certifications, paid for by edgefi 100% healthcare coverage paid by edgefi for employees 401(k) matching up to 4% Company-paid parking in a downtown Vancouver parking garage Collaborative, supportive, and inclusive team environment Coffee and snacks are provided in the office 2 weeks paid vacation + paid holidays + paid sick time (increases with tenure) In-person position Pay Scale

$50,000 – $65,000 DOE

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