Help Desk Support/Technical Support - Remote

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

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