Desktop Engineer

Job Description
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

Work arrangement
No