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

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