Help Desk Support/Technical Support - Remote
Internetwork Expert
Tier 2 Help Desk Technician (Hybrid) - Fresno, CA
Grapevine MSP is expanding again, and we are seeking a skilled Tier 2 Help Desk Technician to join our team.
If you excel at solving complex technical issues, enjoy collaborating with others, and seek to make a meaningful impact in varied environments, we encourage you to apply.
You will join a high-performing team of engineers who support and enhance critical client infrastructure. you will serve as a key escalation point, problem solver, and trusted technical resource.
This is a hybrid position based out of Fresno, CA , where you'll primarily work from home, support clients onsite as needed, and occasionally collaborate in person with the team in an office setting.
System Monitoring: Monitor and maintain the company's IT systems, networks, and applications to ensure availability and performance during night hours.
Technical Support: Provide end-user support, troubleshoot hardware, software, and network connectivity issues, and resolve incidents promptly.
Incident Management: Log and track all incidents, perform root cause analysis, and implement solutions to prevent recurrence.
Escalation: Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
Maintain accurate, up-to-date records of IT procedures, incidents, and resolutions.
User Training: Help users learn new systems, applications, and IT policies to improve proficiency and productivity.
Security Compliance: Ensure compliance with company IT security policies and procedures and report any security breaches or vulnerabilities.
Collaboration: Work closely with the day shift IT team to ensure seamless transitions and effective communication of issues and resolutions.
Demonstrated experience in a Desktop Support, Help Desk Tier 2, or similar role.
Windows operating systems (all workstation versions)
Networking fundamentals (LAN/WAN)
Office 365 and Microsoft Office Suite
Remote support tools
Printers, scanners, and common office hardware
Excellent communication and customer service skills.
Access to low-cost, high-quality healthcare options (“Health, Dental, and Vision”)
Performance Bonuses
Equipment and Tools Provided
Plenty of training courses covered; growth and development plans with industry-specific training
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