Desktop Support Technician II (Tier 2 Onsite) Visalia, CA

Grapevine MSP, LLC; Visalia (CA); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive pay

401K with 4% match

Health, Dental, and Vision insurance

Vacation time

Paid sick time

Performance bonuses

Training & development

Job summary

Grapevine MSP in Visalia, CA is seeking a Desktop Support Technician II to join a fast-paced team that supports diverse client infrastructures. You will be the escalation point, handling complex hardware, software, and network issues, and ensuring system reliability and security across multiple environments.

Responsibilities include monitoring IT systems during night hours, performing backups and patch management, and training users on new tools, while collaborating with the day shift team to

Qualifications

• Demonstrated experience in Desktop Support, Tier 2 Help Desk, or similar role.
• Strong knowledge of Windows operating systems and macOS environments.
• Solid networking fundamentals (LAN/WAN) and Office 365/Microsoft Office Suite.
• Experience with Active Directory and user management.
• Experience with antivirus, firewalls, and endpoint security best practices.
• Excellent communication and customer service skills; strong organization and time management.

Responsibilities

• Monitor and maintain IT systems, networks, and applications to ensure availability and performance during night hours.
• Provide end-user support, troubleshoot hardware, software, and network issues, and resolve incidents promptly.
• Log and track incidents, perform root cause analysis, and implement solutions to prevent recurrence.
• Perform backups, updates, and patch management for system reliability and security.
• Escalate complex issues to appropriate IT staff or vendors and follow up for timely resolution.
• Maintain accurate records of IT procedures, incidents, and resolutions.
• Help users learn new systems and IT policies to improve proficiency and productivity.
• Ensure compliance with IT security policies and report vulnerabilities.

Skills

Desktop Support

Tier 2 Help Desk

Windows OS

macOS

Networking fundamentals

Office 365

Active Directory

End-user support

Documentation

Communication skills

Time management

Remote support tools

Printers & office hardware

Endpoint security

Proactive mindset

Tools

Remote support tools

Printers & scanners

Antivirus / Firewall management

Job description

Desktop Support Technician II (Tier 2) Visalia, CA

Grapevine MSP is expanding, and we are seeking a skilled Desktop Support Technician II 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.

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.
• Demonstrated experience in a Desktop Support, Tier 2 Help Desk, 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

• 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