Desktop Support Technician II – Tier 2
Grapevine MSP Technology Services
full-time
Posted on:
Location Type: Hybrid
Location: Fresno • California • United States
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About the role
- 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.
- Routine Maintenance: Perform scheduled maintenance tasks such as backups, updates, and patch management to ensure system reliability and security.
- Escalation: Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
- Documentation: 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.
Requirements
- Demonstrated experience in a Desktop Support, Help Desk Tier 2, or similar role.
- Strong knowledge of:
- - Windows operating systems (all workstation versions)
- - Familiarity with basic MacOS environments.
- - Networking fundamentals (LAN/WAN)
- - Office 365 and Microsoft Office Suite
- - Active Directory and user management
- Ability to troubleshoot effectively and think critically under pressure.
- Experience with:
- - Remote support tools
- - Printers, scanners, and common office hardware
- - Knowledge of antivirus, firewalls, and endpoint security best practices.
- Excellent communication and customer service skills
- Strong organization and time management abilities
- A proactive mindset. You don't just fix problems, you look for ways to prevent them.
- **Nice to Have and What Sets You Apart**
- - MSP experience (highly preferred)
- - Passion for learning and staying current with technology
- - Ability to work independently while contributing to a team
- - A mindset focused on continuous improvement and client satisfaction
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Windows operating systemsMacOSNetworking fundamentalsOffice 365Microsoft Office SuiteActive DirectoryRemote support toolsAntivirusFirewallsEndpoint security
Soft Skills
Communication skillsCustomer service skillsOrganizationTime managementCritical thinkingProactive mindsetCollaborationUser trainingProblem-solvingContinuous improvement