Hybrid Tier 2 Help Desk Technician – Fresno Area

Grapevine MSP Technology Services; Clovis (CA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K Plan with 4% matching pay

Health, Dental, and Vision

Vacation time

Paid Sick Time

Performance Bonuses

Work Anniversary Recognition

Equipment and Tools Provided

Training and Development Plans

Team Events

Growth and Development Courses Covered

Job summary

Grapevine MSP is seeking a Tier 2 Help Desk Technician for a hybrid role in Fresno, CA. You’ll handle complex hardware, software, and connectivity issues, monitor client systems, and provide escalation support on challenging problems.

You’ll work from home most days, support onsite as needed, and document incidents for ongoing improvement. You’ll train end users on new systems, enforce security policies, and collaborate across teams to ensure reliable IT services for a diverse client base while

Qualifications

• Proven experience in a Tier 2 help desk or similar technical role.
• Strong Windows OS knowledge across workstation versions.
• Experience with Office 365 and Microsoft Office Suite.
• Familiarity with Active Directory and user management.
• Solid networking fundamentals and connectivity troubleshooting.
• Experience with remote support tools and standard office hardware.
• Knowledge of antivirus, firewalls, and endpoint security best practices.
• Excellent communication and customer service skills.

Responsibilities

• Act as the Tier 2 escalation point for complex hardware, software, and connectivity issues.
• Monitor and maintain client IT systems, networks, and applications for performance.
• Log incidents, perform root cause analysis, and implement preventive solutions.
• Perform scheduled maintenance including backups, updates, and patch management.
• Escalate unresolved issues and coordinate resolution with staff or vendors.
• Maintain documentation of IT procedures, incidents, and resolutions.
• Train end users on new systems, applications, and IT policies.
• Enforce IT security policies and report incidents promptly.
• Collaborate with the broader team for clear communication and handoffs.

Skills

Windows OS

Office 365

Active Directory

Networking fundamentals

Remote support tools

Endpoint security

macOS familiarity

Communication skills

Organizational skills

Job description

Grapevine MSP is seeking a Tier 2 Help Desk Technician for a hybrid role in Fresno, CA. You’ll handle complex hardware, software, and connectivity issues, monitor client systems, and provide escalation support on challenging problems.

You’ll work from home most days, support onsite as needed, and document incidents for ongoing improvement. You’ll train end users on new systems, enforce security policies, and collaborate across teams to ensure reliable IT services for a diverse client base while