What are the responsibilities and job description for the Tier 1 Technical Support Specialist position at Frasco Inc?
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.
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
Salary : $22 - $28