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

Core Responsibilities

• Act as the Tier 2 escalation point for complex hardware, software, and connectivity issues
• Maintain client IT systems, networks, and applications to ensure consistent performance
• Log incidents, perform root cause analysis, and implement solutions that prevent recurrence
• 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 & 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

About the Role

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.

Benefits

• Competitive Pay
• 401K Plan with 4% matching pay contributions
• Health, Dental, and Vision coverage
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• Industry-Specific Training
• Growth and Development Plans