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

Grapevine MSP Technology Services•Fresno, CA

26d•Hybrid

About The Position

Grapevine MSP is seeking a skilled Tier 2 Help Desk Technician to join their high-performing team. This role involves solving complex technical issues, serving as a key escalation point, and providing technical support to clients. The position is hybrid, based in Fresno, CA, with primary remote work, occasional onsite client support, and in-person team collaboration. Grapevine MSP is the Central Valley's largest managed IT services provider, focused on helping businesses thrive through smart, secure technology. They offer proactive IT support, cybersecurity, cloud, and VoIP solutions, strategic consulting, and 24/7 help desk services. The company culture is described as 'let's figure it out,' with a dedication to customer success and problem-solving.

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.
Understanding of networking fundamentals (LAN/WAN).
Proficiency in Office 365 and Microsoft Office Suite.
Experience with Active Directory and user management.
Ability to troubleshoot effectively and think critically under pressure.
Experience with remote support tools.
Experience with 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; looking for ways to prevent problems.

Nice To Haves

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

Responsibilities

Monitor and maintain IT systems, networks, and applications for availability and performance.
Provide end-user support, troubleshoot hardware, software, and network connectivity issues.
Log and track incidents, perform root cause analysis, and implement preventative solutions.
Perform scheduled maintenance tasks like backups, updates, and patch management.
Escalate complex issues to appropriate IT staff or vendors and ensure timely resolution.
Maintain accurate records of IT procedures, incidents, and resolutions.
Assist users in learning new systems, applications, and IT policies.
Ensure compliance with IT security policies and procedures and report vulnerabilities.
Collaborate with the day shift IT team for seamless transitions and effective communication.

Benefits

Competitive Pay
401K Plan with 4% matching pay contributions
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
Training courses covered for advancement
Growth and Development Plans with Industry-Specific Training
Team Events
Social Events