Tier 2 Help Desk Engineer — Hybrid/Remote Support

Grapevine MSP Technology Services; Fresno (CA); Hybrid; USD 48,000 - 72,000; Full time

Benefits offered by this job

401K

Health, Dental, and Vision

Vacation time

Paid Sick Time

Performance Bonuses

Training & Development

Team Events

Job summary

Grapevine MSP Technology Services seeks a skilled Tier 2 Help Desk Technician for a hybrid Fresno role. You will join a high-performing engineering team supporting client infrastructure and act as an escalation point, solving complex issues and guiding end users.

Responsibilities include monitoring systems, incident management, backups, patch management, and documenting resolutions while collaborating with day shift staff and vendors as needed.

Qualifications

• Experience in Desktop Support or Help Desk Tier 2 role or similar.
• Strong knowledge of Windows OS, MacOS, networking fundamentals, Office 365, and Active Directory.
• Ability to troubleshoot effectively and think critically under pressure.
• Experience with remote support tools, printers/scanners, antivirus, firewalls, and endpoint security.
• Excellent communication and customer service skills.
• Strong organization and time management abilities.
• Proactive mindset focused on preventing problems.

Responsibilities

• Monitor and maintain IT systems and networks to ensure availability during night hours.
• Provide end-user support and troubleshoot hardware, software, and connectivity issues.
• Log and track incidents, perform root cause analysis, and implement solutions to prevent recurrence.
• Perform scheduled maintenance such as backups, updates, and patch management.
• Escalate complex issues to IT staff or vendors and ensure timely resolution.
• Maintain accurate documentation of IT procedures, incidents, and resolutions.
• Help users learn new systems and IT policies to improve proficiency.
• Ensure compliance with IT security policies and report breaches or vulnerabilities.
• Collaborate with day shift team for seamless issue resolution.

Skills

Desktop Support

Help Desk Tier 2

Windows OS

MacOS basics

Networking

Office 365

Active Directory

User management

Troubleshooting

Communication

Tools

Remote support tools

Printers & scanners

Endpoint security software

Job description

Grapevine MSP Technology Services seeks a skilled Tier 2 Help Desk Technician for a hybrid Fresno role. You will join a high-performing engineering team supporting client infrastructure and act as an escalation point, solving complex issues and guiding end users.

Responsibilities include monitoring systems, incident management, backups, patch management, and documenting resolutions while collaborating with day shift staff and vendors as needed.