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

Grapevine MSP Technology Services•Fresno, CA

25d•Hybrid

About The Position

Grapevine MSP is expanding and seeking a skilled Tier 2 Help Desk Technician to join their team. This role is ideal for someone who excels at solving complex technical issues, enjoys collaboration, and wants to make a meaningful impact in varied environments. The technician will serve as a key escalation point, problem solver, and trusted technical resource within a high-performing engineering team that supports and evolves critical client infrastructure. This is a hybrid position based in Fresno, CA, involving primarily remote work, with 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, and innovative technology. Founded in 2009, the company has grown to over 60 professionals and is recognized as an industry leader, offering proactive IT support, cybersecurity, cloud and VoIP solutions, strategic consulting, and 24/7 help desk services. They are Microsoft Tier 1 Partners known for their collaborative culture, dedication to customer success, and passion for solving technology challenges.

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; ability to look 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 the company's IT systems, networks, and applications to ensure availability and performance.
Provide end-user support, troubleshoot hardware, software, and network connectivity issues, and resolve incidents promptly.
Log and track all incidents, perform root cause analysis, and implement solutions to prevent recurrence.
Perform scheduled maintenance tasks such as backups, updates, and patch management.
Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
Maintain accurate, up-to-date records of IT procedures, incidents, and resolutions.
Help users learn new systems, applications, and IT policies.
Ensure compliance with company IT security policies and procedures and report any security breaches or vulnerabilities.
Work closely with the day shift IT team to ensure 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