Technical Support Technician

Authorized Technical Support Technician
Visalia, CA | Full-Time

Grapevine MSP is the largest managed IT services provider in California's Central Valley. Since 2009, CEO Joe Gregory and a growing team of 60+ people have helped local businesses run on reliable, secure technology that stays out of the way so they can focus on their work. We deliver proactive support, cybersecurity, cloud services, VoIP, and consulting across a wide range of client environments. As Microsoft Tier 1 Partners, we keep the approach practical: understand the issue, resolve it properly, and leave the client in a stronger position than we found them.

The Role

This is the next step beyond basic desktop support. You'll handle more complex tickets, dig into issues that Tier 1 escalates, and own problems that require deeper troubleshooting across Windows environments, Active Directory, networking, and common line-of-business applications.

You'll still talk to users and document your work, but the expectation is higher: resolve the issue when you can, escalate cleanly when you can't, and start recognizing patterns that keep the same problems from coming back. This role is a good fit if you already have solid hands-on experience and want more technical ownership without jumping straight into pure engineering work.

What You'll Be Doing

• Troubleshoot and resolve intermediate hardware, software, and connectivity issues that go beyond basic desktop support
• Work in Active Directory, Group Policy, and Microsoft 365 to fix access, permissions, and configuration problems
• Diagnose network-related issues (DNS, DHCP, connectivity, basic firewall rules) and work with infrastructure teams when needed
• Perform root-cause analysis on recurring problems and document both the fix and the underlying cause
• Support and guide Tier 1 technicians on escalations while keeping clients informed
• Assist with patching, endpoint management, and basic maintenance tasks
• Escalate advanced issues to Tier 3 or vendors with clear notes and relevant logs

Requirements

What We're Looking For

• 2+ years of IT support experience (MSP experience preferred)
• Strong hands-on troubleshooting skills in Windows environments
• Practical experience with Active Directory, Group Policy, and Microsoft 365
• Solid understanding of networking fundamentals
• Ability to prioritize multiple issues and work independently
• Clear written and verbal communication with both technical and non-technical people
• Comfortable documenting your work thoroughly so others can follow it

Bonus Points

• Experience with Azure, endpoint management tools, or common MSP platforms
• Relevant certifications (CompTIA Network+, Microsoft, or similar)
• Previous experience mentoring or supporting junior technicians

Why This Role

You’ll see a broader range of problems than a pure Tier 1 desk and start building the judgment that higher-tier roles require. Training and development plans are available when you’re ready to move further. The team values people who take ownership and communicate clearly, especially when things aren’t straightforward.

Benefits

Competitive pay

401(k) with 4% company matching

Low-cost medical, dental, and vision coverage

Paid vacation and sick time

Performance bonuses

Work-anniversary recognition

Equipment and tools provided

Covered training courses and Growth and Development Plans with industry-specific training

Team events and social events

• If you can already fix most everyday problems and you're ready for work that requires more depth and ownership, we'd like to talk.