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.

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

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

Desktop Support Technician II – Tier 2

Key skills