Tier 1 Technical Support Specialist

Job Description Summary

Frasco Investigative Services is actively seeking a Tier 1 Technical Support Specialist to serve as the initial point of contact for all internal technology support inquiries. This full-time, fully remote role is based out of Irvine, CA, and focuses on daily user support, issue intake, troubleshooting, and escalation across Frasco’s Microsoft-first technology ecosystem. You will play a crucial part in ensuring reliable access and functionality for Microsoft 365/Azure and Microsoft Dynamics 365, upholding high standards of service discipline, documentation, and escalation protocols. This hands-on, entry-level position demands responsiveness, clarity, and consistency, providing essential support to both corporate and field-based teams.

About Frasco

With 60 years of history, Frasco has established itself as a family-owned, full-service investigation company boasting hundreds of investigators and regional offices nationwide. Our vibrant company culture is built on core values of integrity, innovation, and excellence, fostering a supportive and collaborative environment where every individual is valued. We are dedicated to diversity and inclusion, welcoming applications from all backgrounds to thrive in a positive and respectful workplace.

Key Responsibilities

• Serve as the primary contact for internal technical support, providing professional and customer-focused assistance.
• Diagnose and resolve Tier 1 issues related to devices, Windows OS, Microsoft 365, Microsoft Dynamics, VPN/network access, and peripherals.
• Accurately log, categorize, prioritize, and document all support requests within the ticketing system, adhering to established service and escalation standards.
• Escalate complex or unresolved issues to Tier 2 or specialized teams with comprehensive and actionable documentation.
• Manage user accounts, including provisioning, password resets, Multi-Factor Authentication (MFA) issues, and Entra ID access modifications.
• Collaborate with HR and IT leadership on onboarding and offboarding activities.
• Configure and support devices, standard software, and approved Microsoft-based business applications in compliance with security standards.
• Develop and maintain documentation and knowledge base content, contributing to the continuous improvement of Tier 1 support processes.

Required Qualifications

• Working knowledge of Windows environments.
• Solid understanding of Microsoft 365 user support fundamentals.
• Basic proficiency in Microsoft Dynamics user support.
• Familiarity with core networking concepts (Wi-Fi, VPN, DNS).
• 1–3 years of experience in a Tier 1 help desk or technical support role.
• Strong troubleshooting capabilities coupled with a service-oriented approach.
• Demonstrated experience with ticketing systems and documented escalation procedures.
• Excellent written and verbal communication skills.
• Ability to manage multiple requests, prioritize effectively, and ensure 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.

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.

Key skills/competency

• Windows OS
• Microsoft 365
• Microsoft Dynamics 365
• Troubleshooting
• Ticketing Systems
• VPN
• Networking
• User Support
• Customer Service
• IT Support