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

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

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

This is a hybrid position based in Fresno, CA. You’ll work primarily from home, support clients onsite as needed, and occasionally meet up with the team in person. You’re not just closing tickets — you’re the person the team leans on when things get complicated, the escalation point clients never see but always benefit from. If you thrive on solving hard problems, working independently, and making a measurable impact across diverse environments, we want to hear from you.

Grapevine MSP is the Central Valley’s largest managed IT services provider. Founded in 2009 by CEO Joe Gregory, we’ve grown to a team of 60+ professionals and are a recognized Microsoft Tier 1 Partner. We deliver proactive IT support, cybersecurity, cloud, VoIP, and strategic consulting to businesses across the region. Our “let’s figure it out” culture isn’t a tagline; it’s how we show up for our clients and each other every single day.

Core Responsibilities

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

Requirements

• Proven experience in a Tier 2 help desk, desktop support, or similar technical role
• Strong working knowledge of Windows OS across all workstation versions
• Proficiency with Office 365 and the Microsoft Office Suite
• Experience with Active Directory and user account management
• Solid understanding of networking fundamentals — LAN/WAN, connectivity troubleshooting
• Experience with remote support tools and common office hardware
• Knowledge of antivirus, firewalls, and endpoint security best practices
• Basic macOS familiarity
• Excellent communication and customer service skills
• Organized, self-directed, and effective under pressure
• Reliable transportation for occasional client onsite visits in the Fresno area

Nice To Have And What Sets You Apart

• MSP experience (highly preferred)
• A habit of preventing problems, not just fixing them
• Comfortable owning issues independently from start to finish
• Passion for staying current with evolving technology
• Continuous improvement mindset with a focus on 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

Benefits

• 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