Tier 1 Technical Support Specialist (remote)

Tier 1 Technical Support Specialist

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps. This role is "On-Site".

The company 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.

The company 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, operational role focused on responsiveness, clarity, and consistency, providing support to both corporate and field-based teams.

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

About the company:

The company has been in business for 60 years as a family-owned full-service investigation company with hundreds of investigators and regional office nationwide. Their vibrant company culture, driven by core values of integrity, innovation, and excellence, fosters a supportive and collaborative environment where every individual is valued. They are committed to diversity and inclusion, encouraging applications from all backgrounds.

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

Salary Description: $22-$28

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