Tier 2 Help Desk Technician — Hybrid IT Support

Grapevine MSP Technology Services; Fresno (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

401K with 4% match

Healthcare options

Vacation

Sick leave

Performance bonuses

Training & development

Team events

Equipment provided

Job summary

Grapevine MSP is seeking a capable Tier 2 IT support specialist based in Fresno, CA, with a hybrid work model combining remote tasks and occasional on-site client visits. You will be relied upon for complex issue escalation, system monitoring, and proactive problem solving across diverse client environments.

Ideal candidates possess strong Windows OS, Office 365, and Active Directory experience, plus solid networking fundamentals and commitment to security best practices.

Qualifications

• Proven experience in Tier 2 help desk or desktop support.
• Strong Windows OS knowledge across workstation versions.
• Proficiency with Office 365 and MS Office Suite.
• Experience with Active Directory and user account management.
• Networking fundamentals and connectivity troubleshooting.

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 performance.
• Log incidents, perform root cause analysis, and implement preventive solutions.
• Perform scheduled maintenance including backups, updates, and patch management.
• Escalate unresolved issues and ensure resolution with relevant staff or vendors.
• Maintain accurate documentation of IT procedures and incidents.
• Train end users on new systems and IT policies.
• Enforce IT security policies and report vulnerabilities promptly.
• Collaborate with the team for clear handoffs and communication.

Skills

Tier 2 support

Windows OS

Networking

Remote support tools

Security best practices

Tools

Active Directory

Office 365

Remote support tools

Job description

Grapevine MSP is seeking a capable Tier 2 IT support specialist based in Fresno, CA, with a hybrid work model combining remote tasks and occasional on-site client visits. You will be relied upon for complex issue escalation, system monitoring, and proactive problem solving across diverse client environments.

Ideal candidates possess strong Windows OS, Office 365, and Active Directory experience, plus solid networking fundamentals and commitment to security best practices.