Desktop Support Engineer

Happiest Minds Technologies Limited (BSE, NSE: HAPPSTMNDS) is an AI First, customer-centric digital engineering company committed to delivering ‘Happiest People . Happiest Customers’. With an integrated approach that spans from chip to cloud, Happiest Minds delivers secure and scalable solutions across product engineering, cybersecurity, analytics , and automation platforms. Happiest Minds brings purpose and precision to every engagement, helping enterprises solve complex business challenges and fast-track their digital evolution across industry sectors such as Banking, Financial Services & Insurance (BFSI), EdTech, Healthcare & Life Sciences, Hi-Tech and Media & Entertainment, Industrial, Manufacturing, Energy & Utilities, and Retail, CPG & Logistics.

Happiest Minds is headquartered in Bengaluru, India, with a global presence across the Americas, UK, Europe, Australia, the Middle East, Africa, and Asia.

Job Title: Desktop Support Engineer / IT Support Engineer

Onsite location - Vandalia, Ohio

Duration - 6 Months contract

Experience 3–4 Years

Job Summary

We are looking for a proactive and customer-focused Desktop Support Engineer with 3–4 years of hands-on experience in IT support. The ideal candidate will serve as the first point of contact for IT-related issues, providing timely technical assistance to end users while ensuring high levels of customer satisfaction. The role involves troubleshooting hardware, software, network, and peripheral issues, as well as supporting day-to-day IT operations.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests.
• Provide desktop, laptop, printer, and peripheral support to end users.
• Diagnose and troubleshoot hardware, software, operating system, and application-related issues.
• Install, configure, and maintain Windows operating systems, desktop applications, and security software.
• Manage user accounts, passwords, and access permissions in Active Directory and Microsoft 365 environments.
• Configure and support email clients such as Microsoft Outlook.
• Perform software installations, upgrades, and patch management.
• Support network connectivity issues, including LAN/Wi-Fi, VPN, and basic network troubleshooting.
• Install and configure printers, scanners, and other IT peripherals.
• Maintain IT asset inventory and ensure proper documentation of hardware and software.
• Log, track, and resolve incidents using an IT Service Management (ITSM) ticketing tool such as ServiceNow, Jira, or ManageEngine.
• Escalate complex issues to higher-level support teams when necessary.
• Follow IT security policies and ensure compliance with organizational standards.
• Provide remote support to users using remote access tools.
• Assist with onboarding and offboarding activities, including system setup, user provisioning, and device allocation.
• Document troubleshooting steps, resolutions, and knowledge base articles.

Required Skills

• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft 365, Outlook, Teams, and Office applications.
• Hands-on experience with Active Directory, Group Policy, and user administration.
• Good understanding of desktop hardware components and troubleshooting techniques.
• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, or ManageEngine.
• Knowledge of remote desktop support tools.
• Familiarity with antivirus solutions and endpoint security.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests and meet SLAs.

Soft Skills

• Customer-first attitude with excellent interpersonal skills.
• Strong troubleshooting and analytical abilities.
• Ability to work independently and collaboratively in a team environment.
• Good time management and organizational skills.