KH IT Services LLC, based in Austin, TX, has been providing industry-leading computer services to small business clients statewide for over a decade. Owner and operator David Keeton, a Microsoft® Certified Partner, specializes in software upgrades, disaster recovery implementation, and 24/7 monitoring and computer security services. The company partners with top brands such as LENOVO® and Hewlett-Packard® to deliver top-quality IT solutions. KH IT Services also offers domain names, hosted internet service, installation services, online marketing, cloud services, and web design to improve the performance and security of client IT systems.

🟡 TIER 2 – HARDWARE TECHNICIAN (SPECIAL AGENT)

🔧 Hardware Technician (Special Agent) | 🏢 KH IT Services LLC

📄 Full-Time Contract Position | 🌐 Remote / Field Services | 📍 Austin, Texas

🏢 ABOUT KH IT SERVICES

KH IT Services is a modern Managed Intelligence Provider (MIP) focused on helping organizations improve technology, cybersecurity, documentation, automation, operational maturity, and Artificial Intelligence adoption.

We believe technical professionals should continuously develop their skills, pursue certifications, improve processes, and help clients leverage technology to achieve business goals.

🎯 POSITION MISSION

The Tier 2 Hardware Technician (Special Agent) serves as KH IT Services' advanced support and field operations specialist.

This role bridges the gap between Service Desk operations and Engineering.

Special Agents are responsible for:

✅ Advanced troubleshooting

✅ Field service support

✅ Hardware deployments

✅ Microsoft 365 administration

✅ Network troubleshooting

✅ Security platform support

✅ CCTV & Access Control support

✅ AI enablement

✅ Documentation improvement

✅ Mentorship of Tier 1 personnel

🌐 REMOTE & FIELD SERVICE REQUIREMENTS

This position includes both remote support and onsite client visits.

✅ Requirements

✅ Reliable transportation

✅ Valid driver's license

✅ Ability to travel to client sites

✅ Professional appearance

✅ Professional communication

✅ Ability to lift and deploy equipment

✅ Ability to work independently onsite

🔧 HARDWARE RESPONSIBILITIES

🖥️ Workstation Deployment

✅ New workstation deployments

✅ Hardware replacement

✅ Equipment upgrades

✅ Imaging and provisioning

✅ Hardware diagnostics

✅ Asset tagging

✅ Inventory management

🖨️ Peripheral Deployment

✅ Printers

✅ Scanners

✅ Docking stations

✅ Monitors

✅ Conference room equipment

✅ User accessories

🏢 Onsite Support

✅ User troubleshooting

✅ Connectivity troubleshooting

✅ Hardware replacement

✅ Equipment audits

✅ Site documentation

✅ Client interaction

🌐 INFRASTRUCTURE RESPONSIBILITIES

🌐 Network Support

✅ DHCP troubleshooting

✅ DNS troubleshooting

✅ VPN troubleshooting

✅ Wireless troubleshooting

✅ Network device replacement

✅ Basic switch management

✅ Connectivity troubleshooting

☁️ Microsoft 365 Support

✅ User onboarding

✅ User offboarding

✅ License management

✅ Teams support

✅ Exchange administration

✅ Shared mailbox administration

✅ Basic SharePoint administration

✅ Basic Entra administration

🛡️ SECURITY RESPONSIBILITIES

🛡️ Guardz

Responsibilities

✅ Security monitoring

✅ Threat awareness

✅ Risk review

✅ Security documentation

✅ Security ticket management

🦠 SentinelOne

Responsibilities

✅ Threat review

✅ Endpoint investigations

✅ Incident escalation

✅ Security ticket documentation

✅ Remediation assistance

🔒 Security Awareness

✅ Security best practices

✅ Phishing awareness

✅ Identity protection

✅ Password management

✅ Security documentation

🎥 CCTV & ACCESS CONTROL RESPONSIBILITIES

KH IT Services maintains licensing for physical security system support.

Special Agents may assist with:

✅ CCTV systems

✅ Surveillance cameras

✅ NVRs

✅ Access control systems

✅ Electronic locking systems

✅ Alarm-related technologies

✅ Vendor coordination

✅ Security infrastructure documentation

🤖 AI ENABLEMENT RESPONSIBILITIES

KH IT Services operates as a Managed Intelligence Provider.

Special Agents are expected to help identify and support AI opportunities.

Internal Responsibilities

🤖 AI-assisted troubleshooting

🤖 AI-assisted documentation

🤖 Workflow improvement

🤖 Ticket quality improvement

🤖 Process improvement recommendations

Client Responsibilities

🚀 Discuss productivity benefits

🚀 Assist with Copilot adoption

🚀 Identify automation opportunities

🚀 Escalate advanced AI opportunities

🚀 Support client AI initiatives

📚 DOCUMENTATION RESPONSIBILITIES

Documentation quality is a core responsibility.

Expectations

✅ Detailed ticket notes

✅ Site visit documentation

✅ Security documentation

✅ Configuration updates

✅ Asset updates

✅ SOP improvements

✅ Knowledge base contributions

🤝 CROSS-TIER SERVICE DESK SUPPORT REQUIREMENT

KH IT Services follows a team-first model.

When not actively engaged in:

✅ Projects

✅ Deployments

✅ Site visits

✅ Escalations

✅ Hardware work

✅ Security incidents

All Tier 2 personnel are required to assist the Service Desk.

⏱ Minimum Weekly Requirement

10 Work Hours Per Week

Activities include:

✅ Ticket triage

✅ Tier 1 ticket resolution

✅ Documentation improvement

✅ Service backlog reduction

✅ Escalation support

✅ Tier 1 mentoring

🧰 PLATFORM TRAINING REQUIREMENTS

✅ Tier 1 Platforms Required

🎫 HaloPSA

🖥️ NinjaOne

☎️ GoTo Connect

☁️ Microsoft 365 Admin

🔑 Microsoft Entra

🤖 Microsoft Copilot

🛡️ Guardz

Required Skills

✅ Security review

✅ Risk review

✅ Threat awareness

✅ Security reporting

🦠 SentinelOne

Required Skills

✅ Threat review

✅ Endpoint investigation

✅ Basic containment support

✅ Escalation procedures

🚀 Tier 3 Exposure Requirement

Within the first 90 days of Tier 2 employment, personnel are expected to begin exposure to:

📡 UniFi

📊 Auvik

🔐 NordLayer

☁️ Azure Concepts

🌐 Infrastructure Concepts

🛡️ Security Architecture Concepts

🎓 CERTIFICATION REQUIREMENTS

✅ Required Prior Certifications

🧰 CompTIA A+

🎫 ITIL Foundation

☁️ Microsoft 365 Fundamentals (MS-900)

🤖 Microsoft 365 Copilot & Agent Administration Fundamentals (AB-900)

✅ Required Within 90 Days

🌐 CompTIA Network+

✅ Required Within 180 Days

🖥️ CompTIA Server+

🔐 Microsoft Security Fundamentals (SC-900)

🛡️ Texas Online Private Security (TOPS) Registration

🤖 Microsoft Applied Skills:

Build an Agent in Microsoft Copilot Studio

🛡️ TOPS REQUIREMENT

Personnel supporting:

✅ CCTV Systems

✅ Camera Systems

✅ Access Control Systems

✅ Electronic Locking Systems

✅ Alarm Technologies

must maintain required Texas DPS registration.

📚 Continuing Education Requirement

8 CEU Hours Every 12 Months

Required to maintain registration.

Continuing education is completed outside scheduled work hours.

📊 KEY PERFORMANCE INDICATORS

✅ Resolution Quality

✅ Documentation Quality

✅ Security Awareness

✅ Customer Satisfaction

✅ Escalation Accuracy

✅ Project Participation

✅ Tier 1 Support Contribution

✅ Platform Proficiency

✅ AI Enablement Participation

🚀 CAREER ADVANCEMENT

Successful Tier 2 personnel may advance into:

🟢 Tier 3 – Network Engineer (Engineer)

Promotion considerations include:

✅ Certification completion

✅ Security competency

✅ Platform proficiency

✅ Documentation quality

✅ Mentorship ability

✅ Project participation

✅ AI enablement participation

✅ Professionalism

💰 COMPENSATION, BENEFITS & PROFESSIONAL DEVELOPMENT

💵 Compensation Range

$22.00 - $34.00 Per Hour

Compensation decisions are based on:

✅ Technical competency

✅ Infrastructure knowledge

✅ Security capability

✅ Documentation quality

✅ Project participation

✅ Customer satisfaction

✅ AI enablement participation

✅ Overall performance

🎁 Benefits & Professional Development

KH IT Services provides:

✅ KH IT Services Udemy Portal

✅ Microsoft Learn resources

✅ Vendor training resources

✅ Internal mentorship

✅ Certification guidance

✅ Advanced platform training

✅ AI enablement training

✅ Career planning assistance

✅ Exam preparation assistance

✅ Approved exam cost assistance

💰 CERTIFICATION BONUS PROGRAM

Certification

Bonus

🧰 CompTIA A+

$150

🌐 CompTIA Network+

$300

🛡️ TOPS CEU COMPLIANCE BONUS

Annual Bonus

💰 $100 Per Year

Eligibility Requirements

✅ Active TOPS Registration

✅ All annual CEUs completed

✅ No registration lapse

✅ No compliance violations

✅ Participation in qualifying CCTV, Access Control, Alarm, or Physical Security projects

📚 PROFESSIONAL DEVELOPMENT POLICY

Certification preparation:

✅ Occurs outside scheduled work hours

✅ Does not count as worked hours

✅ Does not count toward weekly work-hour requirements

✅ Is required for advancement opportunities

✅ Demonstrates commitment to professional growth

⚖️ LEGAL & COMPLIANCE DISCLOSURES

Equal Opportunity Statement

KH IT Services provides equal opportunity based on qualifications, performance, experience, skills, and business needs.

Compensation Disclaimer

Compensation ranges are estimates and are not guarantees of compensation.

Actual compensation may vary based on experience, certifications, market conditions, and business requirements.

Certification Disclaimer

Certification requirements, timelines, platform requirements, and advancement criteria may be modified or updated based on business needs.

Bonus Disclaimer

Certification bonuses and TOPS compliance bonuses:

✅ Are discretionary

✅ Require good standing

✅ Require verification

✅ May be modified or discontinued

✅ Are not considered base compensation

Licensing Disclaimer

Personnel maintaining TOPS registration are responsible for meeting all licensing and continuing education requirements.

Contract Relationship Disclaimer

Nothing contained in this posting creates a guarantee of employment, advancement, compensation, or future opportunities.

✅ APPLYING TO KH IT SERVICES

If you are committed to:

✅ Continuous Learning

✅ Technical Excellence

✅ Security Awareness

✅ Professional Growth

✅ AI Enablement

✅ Customer Service Excellence

✅ Documentation Quality

✅ Merit-Based Advancement

We encourage you to apply.