Service Desk Engineer - DEEPNET COMPUTER CONSULTING LLC

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.