Tier 2 Help Desk Technician; Hybrid - Fresno, CA

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.

• 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.

• Demonstrated experience in a Desktop Support, Help Desk Tier 2, or similar role.
• Strong knowledge of:
  • Windows operating systems (all workstation versions)
  • 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
  • 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.

• 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

• 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

• 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
• Plenty of training courses covered; growth and development plans with industry-specific training
• Team and Social Events