Frasco Inc

Compensation

Full 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 Employer