Desktop Support - Levels I & II

At Grapevine MSP, we are a company with a vision to partner with businesses to help them make sound technological decisions by promoting efficiency, security, and innovation. Our team takes pride in its hard work and dedication; we are excited to support the community and existing customers. We are the largest managed service IT firm serving the central valley based in Bakersfield, CA. Starting in 2009, owner and CEO Joe Gregory started the company in the middle of a recession with the vision to partner with small businesses to provide innovative technology solutions. Our team at Grapevine MSP has since grown exponentially, with 50+ employees to date. We serve small to enterprise businesses throughout the central valley. Services include proactive IT support, infrastructure management, strategic IT consulting services, phone system solutions, 24×7 help desk services, staff augmentation, managed cloud services, cybersecurity, and much more. We attribute much of our success to our fantastic team. We are looking for new members to join our team who are passionate about technology. Our culture revolves around teamwork and winning together, so a can-do attitude and a positive outlook are what we look for!

Grapevine MSP was recognized in 2017, 2018, 2019, 2020, and 2021 as an INC 5000 Award Recipient; they were also ranked on the MSP Global 501 List of Top Managed IT Service Companies in 2017, 2018, 2019, 2021, and 2022. Locally they have received multiple recognitions/awards for Best of the Best. They are a Microsoft Tier-1 Solutions Provider. We are looking for qualified team members to install and maintain computer systems and networks aiming for the highest functionality. You will also "train" users to appropriately and safely use the IT infrastructure.

A Tier I & Tier II Desktop Support Team Member must thoroughly know computer software, hardware, and various internet applications, networks, and operating systems. The ideal candidate will also have extensive troubleshooting abilities and attention to detail. The goal is to build and maintain updated and efficient computer systems and networks to optimize the role of technology in business sustainability.

Responsibilities

• Provide in-depth technical support
• Tier 2 escalation point for Tier 1, when required
• Communicate with the end-user for problem analysis before providing a solution.
• Develop a deep understanding of our company products
• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
• Check computer hardware (HDD, mouses, keyboards, etc.) to ensure functionality.
• Install and configure appropriate software and functions according to specifications.
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.)
• Maintain records/logs of repairs and fixes and maintenance schedules.

Requirements

• Extensive experience in the field or proven work experience
• Be capable of providing quick resolutions and solutions for small tasks
• Thorough knowledge of helpdesk processes and customer service
• Excellent communication ability
• Outstanding organizational and time-management skills
• Ability to perform remote troubleshooting and provide clear instructions
• Hands-on experience with all workstation versions of Windows; familiar with Mac OS environments; an In-depth understanding of diverse computer systems and networks
• Comprehensive understanding of Active Directory management
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices, anti-virus programs, and data privacy principles
• Familiar with Microsoft Office Suite setup and repair
• Excellent diagnostic and problem-solving skills
• Participates in research and development initiatives when requested.

Benefits

• Competitive Pay
• 401K Plan with 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