Help Desk Support/Technical Support - Remote

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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