Tier 1 Technical Support Specialist

Job Title: Tier 1 Technical Support Specialist

Job Location: Irvine, CA – fully remote position

Job Type: Full-Time, 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.

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

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