Desktop Engineer

Helpdesk / Desktop Engineer

Role: Helpdesk / Desktop Engineer

Location: Vadodara

Experience: 3-4 Years

Work Timing: 4:00 PM to 12:30 AM

Key Responsibilities

IT Support & Helpdesk

• Provide L1/L2 support for hardware, software, and network issues
• Manage and resolve tickets in ManageEngine ServiceDesk Plus
• Troubleshoot desktop/laptop issues (Windows OS, applications)
• Support remote and on-site users

User & Access Management

• Assist with password resets and MFA setup
• Support user access-related issues

Desktop & Endpoint Management

• Installation and configuration of desktops and laptops
• Perform OS and software installations and updates
• Ensure endpoint compliance using Trend Micro Vision One as the preferred solution

Asset Management

• Maintain IT asset inventory and tracking in ManageEngine ServiceDesk Plus
• Handle asset allocation, tagging, and audits

Basic Networking Support

• Troubleshoot connectivity issues (LAN/Wi-Fi, DNS, IP issues)
• Coordinate with network/system teams for escalations

Communication Tools Support

• Support VoIP systems
• Assist users with call-related issues

Monitoring & Escalation

• Escalate complex issues to System Administrator
• Assist in basic log reviews

Documentation

• Maintain user guides and troubleshooting documentation
• Update knowledge base articles

Required Skills

• Strong troubleshooting skills (Windows OS, Office apps)
• Basic networking knowledge (IP, DNS, DHCP)
• Good communication and user support skills

Preferred

• Experience in IT helpdesk/support role
• Knowledge of ticketing tools like ManageEngine ServiceDesk Plus
• Basic understanding of cloud platforms (AWS)
• Hands-on experience or exposure to Trend Micro Vision One or similar endpoint security tools