Tier 1 Technical Support Specialist at Frasco Inc

Irvine, California, United States -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

28.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Issue Intake, Escalation, Microsoft 365, Azure, Microsoft Dynamics 365, Ticketing Systems, User Account Management, Windows OS Support, VPN Support, Network Access Support, Documentation, Customer Focus, Prioritization, Communication Skills

Industry

Security and Investigations

Description

Description Job Title: Tier 1 Technical Support Specialist Job Location: Irvine, CA – fully remote position Job Type: Full-Time, Billable Hours, Non-exempt Frasco Investigative Services is seeking a Tier 1 Technical Support Specialist to serve as the first point of contact for internal technology support. This role is responsible for day-to-day user support, issue intake, troubleshooting, and escalation across Frasco’s Microsoft-first technology environment. Frasco leverages Microsoft 365/Azure and Microsoft Dynamics 365 as core business platforms. This role plays a critical part in ensuring employees can reliably access and use these systems, while maintaining strong service discipline, documentation, and escalation practices. This is a hands-on, entry-level operational role focused on responsiveness, clarity, and consistency, providing support to both corporate and field-based teams. Full-Time Benefits: Paid Time Off and Paid Holidays Health, Dental, Vision, Employer Paid Life Insurance, Supplemental Health Benefits, Flexible Spending Accounts 401K with Company Match About Us: Frasco has been in business for 60 years as a family-owned full-service investigation company with hundreds of investigators and regional office nationwide. Our vibrant company culture, driven by core values of integrity, innovation, and excellence, fosters a supportive and collaborative environment where every individual is valued. We are committed to diversity and inclusion, encouraging applications from all backgrounds. Join us to make a meaningful impact and thrive in a positive, respectful workplace. Responsibilities: Serve as the first point of contact for internal technical support, delivering clear, professional, and customer-focused assistance Troubleshoot and resolve Tier 1 issues across devices, Windows OS, Microsoft 365, Microsoft Dynamics, VPN/network access, and peripherals Log, categorize, prioritize, and document all support requests in the ticketing system, meeting defined service and escalation standards Escalate complex or unresolved issues to Tier 2 or specialized teams with complete and actionable documentation Support user account management, including provisioning, password resets, MFA issues, and Entra ID access changes Assist with onboarding and offboarding activities in partnership with HR and IT leadership Configure and support devices, standard software, and approved Microsoft-based business applications in line with security standards Create and maintain documentation and knowledge base content while contributing to continuous improvement of Tier 1 support processes Requirements Working knowledge of: Windows environments Microsoft 365 user support fundamentals Basic Microsoft Dynamics user support Core networking concepts (Wi-Fi, VPN, DNS) 1–3 years of experience in a Tier 1 help desk or technical support role Strong troubleshooting skills with a service-oriented mindset Experience working with ticketing systems and documented escalation processes Strong written and verbal communication skills Ability to manage multiple requests, prioritize effectively, and follow through Preferred Experience: Experience supporting Microsoft-centric enterprise environments Familiarity with identity and access management workflows Experience supporting operational or field-based teams Exposure to asset management and device lifecycle processes Ready to make a difference? Apply now!All replies are confidentialEqual Opportunity EmployerPM18

Responsibilities

This role serves as the first point of contact for internal technology support, focusing on day-to-day user assistance, issue intake, troubleshooting, and escalation within a Microsoft-centric environment. Responsibilities include resolving Tier 1 issues across various systems and ensuring strong service discipline and documentation practices.