IT Support Specialist (Tier1 MSP)

Job Opening

IT SYSTEMS SUPPORT  Specialist – TIER 1

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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

How to Apply

Submit your resume and a brief cover letter explaining why you are interested in starting or continuing your IT career with edgefi.Local candidates only need to apply.