{"schemaVersion":"jobsearcher.job.v1","id":"3f98cf7ab577ca7bfa9f1f3f","url":"https://jobsearcher.com/jobs/3f98cf7ab577ca7bfa9f1f3f","canonicalUrl":"https://jobsearcher.com/jobs/3f98cf7ab577ca7bfa9f1f3f","title":"Service Desk Engineer","description":"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.\nThis 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.\nThe description below is based on the need today and is subject to change.\nAbout Us:\nWe'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.\nObjectives & Responsibilities\nOBJECTIVE: Deliver best-in-class technical support and client experience:\nRepresent the voice of DeepNet with efficiency, professionalism, and kindness in all communications.\nProvide rapid, first-contact resolution for IT issues, including networking, workstation, server, and user support.\nDiagnose, analyze, and troubleshoot technical problems for managed services clients; escalate issues outside Tier 1 scope.\nCommunicate client needs clearly, maintain impeccable internal ticket notes, and support positive handoffs when escalating.\nProvide on-call services on a rotating basis for urgent client needs outside normal hours.\nClose 40+ tickets per week\nCSAT “Bad” or “Not Good” scores ≤ 1/month\nOBJECTIVE: Ensure ticket hygiene, responsiveness, and follow-up quality\nMaintain zero stale tickets and ensure all follow-up dates are current each week\nTrack 32+ total hours weekly on ticket work\nAccurately classify and document all actions in each ticket for service accountability.\n>80% of closed tickets receive client satisfaction surveys\nOBJECTIVE: Provide operational excellence and seek continuous improvement in client support\nContinuously update ticket notes in real-time as work is performed, ensuring transparency.\nIdentify and relay opportunities for process improvement, better documentation, or automation.\nActively participate in team meetings, feedback sessions, and collaborate with other engineers to share best practices.\nStay current with technical knowledge relevant to networks, servers, workstations, software, and service desk platforms.\nAll 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.\nCompetencies for Success:\nRequired Skills / Abilities:\nBasic Anti-Virus, MFA, and InfoSec administration skills (BitDefender scans, quarantine/removal, adding new users to InfoSec campaigns).\nBasic troubleshooting of circuits, ISP engagement, and RMA initiation.\nBasic troubleshooting of physical phones, desktop printers/scanners, and mobile devices.\nBasic virtual desktop management and troubleshooting using documented processes.\nBasic/intermediate admin portal/Office 365 troubleshooting, Teams membership changes, license management.\nDesktop troubleshooting and software management (including network diagnostics, hardware issues).\nDrive (local storage) troubleshooting and management in servers and desktops.\nEffective and concise verbal/written communication, including documentation and active listening.\nHosted PBX user account management, voicemail configuration.\nUnderstanding of security best practices, including HIPAA and PCI.\nProficiency with ticketing PSA systems, RMM, calendaring, and scheduling tools\nAbility to prioritize, multitask, and manage real-time technical issues\nProfessional poise and responsiveness in client interactions\nComfortable with knowledge development, feedback, and continuous improvement\nPreferred Skills / Abilities:\nApple product and software knowledge\nSystems and process improvement mindset\nHands on experience or BS in Information Systems, Information Systems Security, or equivalent certifications\n1-2 years previous helpdesk/ service desk experience\nBenefits:\nDeepNet 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:\nUnlimited Planned Vacation & Extended Leave\nFlexible Spending Account\nHealth Savings Account contribution\nLife Insurance\nRetirement Plan\nFlexible Work Arrangements\nHealth and Wellness Stipend\nRemote Stipend\nGrowth Opportunities:\nThis role supports a growth path to SDE Tier 2, Field Services Tier 2, Internal Service Engineer T2.\nPhysical Requirements:\nThe 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:\nCommunicate information and ideas so others will understand. Must be able to\nexchange accurate information in these situations.\nConstantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.\nObserve details at close range (within a few feet of the observer)\nIf you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.\nEEO:\nDeepNet 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.\nFCO:\nAlthough 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.\nAI in Recruitment Policy:\nWe 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.\nPay: $58,000.00 - $64,000.00 per year\nBenefits:\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nParental leave\nProfessional development assistance\nRetirement plan\nVision insurance\nWork Location: Remote","company":"Deepnetcomputerconsultingllc","rawCompany":"deepnetcomputerconsultingllc","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-15T13:34:18.322Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Service Desk Engineer","description":"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.\nThis 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.\nThe description below is based on the need today and is subject to change.\nAbout Us:\nWe'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.\nObjectives & Responsibilities\nOBJECTIVE: Deliver best-in-class technical support and client experience:\nRepresent the voice of DeepNet with efficiency, professionalism, and kindness in all communications.\nProvide rapid, first-contact resolution for IT issues, including networking, workstation, server, and user support.\nDiagnose, analyze, and troubleshoot technical problems for managed services clients; escalate issues outside Tier 1 scope.\nCommunicate client needs clearly, maintain impeccable internal ticket notes, and support positive handoffs when escalating.\nProvide on-call services on a rotating basis for urgent client needs outside normal hours.\nClose 40+ tickets per week\nCSAT “Bad” or “Not Good” scores ≤ 1/month\nOBJECTIVE: Ensure ticket hygiene, responsiveness, and follow-up quality\nMaintain zero stale tickets and ensure all follow-up dates are current each week\nTrack 32+ total hours weekly on ticket work\nAccurately classify and document all actions in each ticket for service accountability.\n>80% of closed tickets receive client satisfaction surveys\nOBJECTIVE: Provide operational excellence and seek continuous improvement in client support\nContinuously update ticket notes in real-time as work is performed, ensuring transparency.\nIdentify and relay opportunities for process improvement, better documentation, or automation.\nActively participate in team meetings, feedback sessions, and collaborate with other engineers to share best practices.\nStay current with technical knowledge relevant to networks, servers, workstations, software, and service desk platforms.\nAll 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.\nCompetencies for Success:\nRequired Skills / Abilities:\nBasic Anti-Virus, MFA, and InfoSec administration skills (BitDefender scans, quarantine/removal, adding new users to InfoSec campaigns).\nBasic troubleshooting of circuits, ISP engagement, and RMA initiation.\nBasic troubleshooting of physical phones, desktop printers/scanners, and mobile devices.\nBasic virtual desktop management and troubleshooting using documented processes.\nBasic/intermediate admin portal/Office 365 troubleshooting, Teams membership changes, license management.\nDesktop troubleshooting and software management (including network diagnostics, hardware issues).\nDrive (local storage) troubleshooting and management in servers and desktops.\nEffective and concise verbal/written communication, including documentation and active listening.\nHosted PBX user account management, voicemail configuration.\nUnderstanding of security best practices, including HIPAA and PCI.\nProficiency with ticketing PSA systems, RMM, calendaring, and scheduling tools\nAbility to prioritize, multitask, and manage real-time technical issues\nProfessional poise and responsiveness in client interactions\nComfortable with knowledge development, feedback, and continuous improvement\nPreferred Skills / Abilities:\nApple product and software knowledge\nSystems and process improvement mindset\nHands on experience or BS in Information Systems, Information Systems Security, or equivalent certifications\n1-2 years previous helpdesk/ service desk experience\nBenefits:\nDeepNet 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:\nUnlimited Planned Vacation & Extended Leave\nFlexible Spending Account\nHealth Savings Account contribution\nLife Insurance\nRetirement Plan\nFlexible Work Arrangements\nHealth and Wellness Stipend\nRemote Stipend\nGrowth Opportunities:\nThis role supports a growth path to SDE Tier 2, Field Services Tier 2, Internal Service Engineer T2.\nPhysical Requirements:\nThe 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:\nCommunicate information and ideas so others will understand. Must be able to\nexchange accurate information in these situations.\nConstantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.\nObserve details at close range (within a few feet of the observer)\nIf you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.\nEEO:\nDeepNet 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.\nFCO:\nAlthough 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.\nAI in Recruitment Policy:\nWe 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.\nPay: $58,000.00 - $64,000.00 per year\nBenefits:\nDental insurance\nFlexible spending account\nHealth insurance\nHealth savings account\nLife insurance\nPaid time off\nParental leave\nProfessional development assistance\nRetirement plan\nVision insurance\nWork Location: Remote","datePosted":"2026-08-15T13:34:18.322Z","dateModified":"2026-08-15T13:34:18.322Z","hiringOrganization":{"@type":"Organization","name":"Deepnetcomputerconsultingllc","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"3f98cf7ab577ca7bfa9f1f3f"},"url":"https://jobsearcher.com/jobs/3f98cf7ab577ca7bfa9f1f3f"}}