Desktop Support Technician Tier 1

▌ ABOUT Grapevine MSP

Grapevine MSP Technology Services is expanding, and we are seeking an enthusiastic Desktop Support Technician I (Tier 1) to join our team.

Founded in 2009 by CEO Joe Gregory, Grapevine MSP has grown from a recession-era startup into the Central Valley's largest managed IT services provider with a team of over 60 professionals headquartered in Bakersfield, CA. As a Microsoft Tier 1 Partner, we deliver proactive IT support, cybersecurity, cloud, VoIP, strategic consulting, and 24/7 help desk services to businesses of all sizes. Our mission is simple: to help businesses thrive through smart, secure, and innovative technology.

Our "let's figure it out" culture isn't a tagline — it's how we show up for our clients and each other every day. If you have a passion for technology, a desire to learn, and a commitment to delivering great client experiences, we want to hear from you.

▌ The Role

This is a full-time, on-site position based at our Bakersfield, CA office. As a Tier 1 technician, you will be the first point of contact for client technical issues — triaging, resolving, and escalating support requests with professionalism and efficiency. You'll work alongside a high-performing engineering team and gain hands-on exposure to a wide range of technologies and client environments.

This is an excellent opportunity for a motivated, tech-savvy individual looking to launch or grow their IT career within a fast-paced, client-focused MSP environment.

▌ What You'll Do

• First-Line Support: Serve as the first point of contact for end-user technical issues via phone, email, and ticketing system
• Troubleshooting: Diagnose and resolve hardware, software, and basic network connectivity issues in a timely manner
• Ticket Management: Log, prioritize, and track all support requests accurately in the ticketing system
• Escalation: Identify issues beyond the Tier 1 scope and escalate to Tier 2 or senior engineers with thorough documentation
• Routine Maintenance: Assist with scheduled maintenance tasks, including updates, patches, and basic health checks
• User Support & Training: Help end users navigate systems, applications, and IT policies with patience and clarity
• Documentation: Maintain accurate records of incidents, resolutions, and procedures to support team knowledge sharing
• Security Awareness: Follow IT security policies and help enforce endpoint security best practices
• Team Collaboration: Work with Tier 2 technicians and the broader engineering team to ensure seamless client support

Requirements

▌ WHAT We're Looking For

• Basic understanding of Windows operating systems (Windows 10/11 preferred)
• Familiarity with common office hardware — desktops, laptops, printers, and scanners
• Understanding Office 365 and the Microsoft Office Suite
• Basic knowledge of networking concepts (IP addressing, LAN/WAN fundamentals)
• Strong communication and customer service skills — you'll be client-facing daily
• Ability to follow documented procedures and escalate issues appropriately
• Organized, detail-oriented, and able to manage multiple open tickets at once
• Eagerness to learn and a proactive, problem-solving attitude

Preferred

• Any prior experience in a help desk, desktop support, or IT support role (even internships or volunteer work counts)
• Familiarity with Active Directory and basic user account management
• Exposure to remote support tools (e.g., ConnectWise, TeamViewer, or similar)
• Basic understanding of antivirus and endpoint security concepts
• MSP experience is a strong plus — but not required
• Relevant certifications (CompTIA IT Fundamentals, A+, or similar) are a bonus

Benefits

We invest in our people from day one. Here's what you can expect when you join the team:

• Competitive Pay — commensurate with experience
• 401(k) Plan with 4% matching contributions
• Low-cost, high-quality Healthcare — Medical, Dental, and Vision coverage
• Paid Vacation Time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided — everything you need to do great work
• Growth & Development Plans — industry-specific training courses and certifications covered
• Clear career progression path — Tier 1 is just the beginning
• Team Events & Social Events — we work hard and celebrate together
• Exposure to diverse client environments and a wide range of technologies

▌ How To Apply

Apply directly through Workable using the link in this posting. We review every application and aim to respond within 5-7 business days. Grapevine MSP is an equal opportunity employer committed to building a diverse, inclusive, and welcoming team.

Questions? Reach us at ***email_hidden***