Tier 2 Help Desk Technician (Hybrid) – Fresno, CA

Grapevine MSP is expanding again, and we are seeking a skilled Tier 2 Help Desk Technician to join our team.

If you excel at solving complex technical issues, enjoy collaborating with others, and seek to make a meaningful impact in varied environments, we encourage you to apply.

You will join a high-performing team of engineers who support and enhance critical client infrastructure. This role goes beyond ticket resolution; you will serve as a key escalation point, problem solver, and trusted technical resource.

This is a hybrid position based out of Fresno, CA, where you'll primarily work from home, support clients onsite as needed, and occasionally collaborate in person with the team in an office setting. You'll be part of a high-performing engineering team that supports and evolves critical infrastructure for our clients.

Grapevine MSP, based in Bakersfield, CA, is the Central Valley's largest managed IT services provider. Our mission is to help businesses of all sizes thrive through smart, secure, and innovative technology. Founded in 2009 by CEO Joe Gregory during a recession, we have grown to a team of over 60 professionals and are recognized as an industry leader. We partner with clients to deliver proactive IT support, cybersecurity, cloud, and VoIP solutions, strategic consulting, and 24/7 help desk services. As Microsoft Tier 1 Partners and active community supporters, we are known for our "let's figure it out" culture, dedication to customer success, and passion for solving real-world technology challenges.

Core Responsibilities

• System Monitoring: Monitor and maintain the company's IT systems, networks, and applications to ensure availability and performance during night hours.
• Technical Support: Provide end-user support, troubleshoot hardware, software, and network connectivity issues, and resolve incidents promptly.
• Incident Management: Log and track all incidents, perform root cause analysis, and implement solutions to prevent recurrence.
• Routine Maintenance: Perform scheduled maintenance tasks such as backups, updates, and patch management to ensure system reliability and security.
• Escalation: Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
• Documentation: Maintain accurate, up-to-date records of IT procedures, incidents, and resolutions.
• User Training: Help users learn new systems, applications, and IT policies to improve proficiency and productivity.
• Security Compliance: Ensure compliance with company IT security policies and procedures and report any security breaches or vulnerabilities.
• Collaboration: Work closely with the day shift IT team to ensure seamless transitions and effective communication of issues and resolutions.

Requirements

• Demonstrated experience in a Desktop Support, Help Desk Tier 2, or similar role.
• Strong knowledge of:
• Windows operating systems (all workstation versions)
• Familiarity with basic MacOS environments.
• Networking fundamentals (LAN/WAN)
• Office 365 and Microsoft Office Suite
• Active Directory and user management
• Ability to troubleshoot effectively and think critically under pressure.
• Experience with:
• Remote support tools
• Printers, scanners, and common office hardware
• Knowledge of antivirus, firewalls, and endpoint security best practices.
• Excellent communication and customer service skills
• Strong organization and time management abilities
• A proactive mindset. You don't just fix problems, you look for ways to prevent them.

• Nice to Have and What Sets You Apart
• MSP experience (highly preferred)
• Passion for learning and staying current with technology
• Ability to work independently while contributing to a team
• A mindset focused on continuous improvement and client satisfaction

• Why Grapevine MSP?
• Work alongside a talented, supportive engineering team
• Exposure to diverse client environments and technologies
• Opportunities to grow your skills and advance your career
• Be part of a company that values technical excellence and reliability

Apply today and become the reason our clients never notice a problem.

Benefits

• Competitive Pay
• 401K Plan with 4% matching pay contributions
• Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
• Vacation time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
• Team Events
• Social Events