Service Desk Engineer

Service Desk Tier 1 Engineers are the first point of technical contact for our clients and provide rapid, reliable tactical response to pressing client needs while building trust through every interaction. This role directly improves the client experience by providing proactive troubleshooting, clear communication, and precise documentation, as well as escalating more complex issues when necessary. Primary responsibilities include diagnosing, analyzing, and resolving IT issues, maintaining ticket hygiene, and meeting key personal performance indicators around ticket closure, customer satisfaction, and service quality.

This role reports to the Service Desk Manager.This is an excellent opportunity for anyone who enjoys fast\-paced work and a steady stream of problem\-solving challenges and learning opportunities.

The description below is based on the need today and is subject to change.

About Us:

We're proud to be a Certified B Corp, part of a global movement using business as a force for good. This means we meet the highest standards of social and environmental impact, and are committed to balancing purpose and profit. Every decision we make reflects our values — from sustainability and equity to meaningful community impact — because we believe business should benefit people and the planet.

Objectives \& Responsibilities

OBJECTIVE: Deliver best\-in\-class technical support and client experience:

• Represent the voice of DeepNet with efficiency, professionalism, and kindness in all communications.
• Provide rapid, first\-contact resolution for IT issues, including networking, workstation, server, and user support.
• Diagnose, analyze, and troubleshoot technical problems for managed services clients; escalate issues outside Tier 1 scope.
• Communicate client needs clearly, maintain impeccable internal ticket notes, and support positive handoffs when escalating.
• Provide on\-call services on a rotating basis for urgent client needs outside normal hours.
• Close 40\+ tickets per week
• CSAT “Bad” or “Not Good” scores ≤ 1/month

OBJECTIVE: Ensure ticket hygiene, responsiveness, and follow\-up quality

• Maintain zero stale tickets and ensure all follow\-up dates are current each week
• Track 32\+ total hours weekly on ticket work
• Accurately classify and document all actions in each ticket for service accountability.
• \>80% of closed tickets receive client satisfaction surveys

OBJECTIVE: Provide operational excellence and seek continuous improvement in client support

• Continuously update ticket notes in real\-time as work is performed, ensuring transparency.
• Identify and relay opportunities for process improvement, better documentation, or automation.
• Actively participate in team meetings, feedback sessions, and collaborate with other engineers to share best practices.
• Stay current with technical knowledge relevant to networks, servers, workstations, software, and service desk platforms.

All team members are expected to uphold DeepNet’s culture and values of: Do the right thing, We're in this together, Courage is key, Be a role model, LFG.

Competencies for Success:

Required Skills / Abilities:

• Basic Anti\-Virus, MFA, and InfoSec administration skills (BitDefender scans, quarantine/removal, adding new users to InfoSec campaigns).
• Basic troubleshooting of circuits, ISP engagement, and RMA initiation.
• Basic troubleshooting of physical phones, desktop printers/scanners, and mobile devices.
• Basic virtual desktop management and troubleshooting using documented processes.
• Basic/intermediate admin portal/Office 365 troubleshooting, Teams membership changes, license management.
• Desktop troubleshooting and software management (including network diagnostics, hardware issues).
• Drive (local storage) troubleshooting and management in servers and desktops.
• Effective and concise verbal/written communication, including documentation and active listening.
• Hosted PBX user account management, voicemail configuration.
• Understanding of security best practices, including HIPAA and PCI.
• Proficiency with ticketing PSA systems, RMM, calendaring, and scheduling tools
• Ability to prioritize, multitask, and manage real\-time technical issues
• Professional poise and responsiveness in client interactions
• Comfortable with knowledge development, feedback, and continuous improvement

Preferred Skills / Abilities:

• Apple product and software knowledge
• Systems and process improvement mindset
• Hands on experience or BS in Information Systems, Information Systems Security, or equivalent certifications
• 1\-2 years previous helpdesk/ service desk experience

Benefits:

DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are:

• Unlimited Planned Vacation \& Extended Leave
• Flexible Spending Account
• Health Savings Account contribution
• Life Insurance
• Retirement Plan
• Flexible Work Arrangements
• Health and Wellness Stipend
• Remote Stipend

Growth Opportunities:

This role supports a growth path to SDE Tier 2, Field Services Tier 2, Internal Service Engineer T2\.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:

• Communicate information and ideas so others will understand. Must be able to
• exchange accurate information in these situations.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Observe details at close range (within a few feet of the observer)

If you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.

EEO:

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.

FCO:

Although we require a criminal background check as a condition of employment, individuals with criminal records are encouraged to apply and will be considered. This policy is pursuant to the San Francisco Fair Chance Ordinance.

AI in Recruitment Policy:

We utilize artificial intelligence in our recruitment process to enhance efficiency and improve candidate matching. Please be assured that we are committed to providing an inclusive hiring experience and do not use AI systems that may lead to discriminatory outcomes. If you have any questions about our recruitment practices, feel free to reach out.

Pay: $58,000\.00 \- $64,000\.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: Remote