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

Job Description

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