Technical Support Technician
About The Position
Grapevine MSP is hiring a Technical Support Technician in Visalia, California. The company provides managed IT services, including proactive support, cybersecurity, cloud services, VoIP, and consulting, to local businesses across California's Central Valley. This role goes beyond basic desktop support. The technician handles complex tickets and issues escalated from Tier 1, troubleshooting Windows environments, Active Directory, networking, and common line-of-business applications. The role includes resolving issues where possible, escalating advanced problems clearly when necessary, documenting work, and identifying recurring patterns to help prevent repeat problems. It offers an opportunity to take on greater technical ownership while continuing to develop toward higher-tier work.
Requirements
- At least 2 years of IT support experience.
- Strong hands-on troubleshooting skills in Windows environments.
- Practical experience with Active Directory, Group Policy, and Microsoft 365.
- Solid understanding of networking fundamentals.
- Ability to prioritize multiple issues and work independently.
- Clear written and verbal communication with technical and non-technical people.
- Ability to document work thoroughly so others can follow it.
Nice To Haves
- MSP experience.
- Experience with Azure, endpoint management tools, or common MSP platforms.
- Relevant certifications such as CompTIA Network+, Microsoft, or similar.
- Previous experience mentoring or supporting junior technicians.
Responsibilities
- Troubleshoot and resolve intermediate hardware, software, and connectivity issues beyond basic desktop support.
- Use Active Directory, Group Policy, and Microsoft 365 to address access, permissions, and configuration problems.
- Diagnose network issues involving DNS, DHCP, connectivity, and basic firewall rules, working with infrastructure teams when needed.
- Perform root-cause analysis on recurring problems and document both the resolution and underlying cause.
- Support and guide Tier 1 technicians on escalations while keeping clients informed.
- Assist with patching, endpoint management, and basic maintenance tasks.
- Escalate advanced issues to Tier 3 or vendors with clear notes and relevant logs.
Benefits
- 401(k) with 4% company matching.
- Low-cost medical, dental, and vision coverage.
- Paid vacation and sick time.
- Performance bonuses.
- Work-anniversary recognition.
- Equipment and tools provided.
- Covered training courses and Growth and Development Plans with industry-specific training.
- Team events and social events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
