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)

🔧 Field Operations & Advanced Support Specialist | 🏢 KH IT Services LLC

📄 Contract Position | 📍 On-Site & Field-Based | Austin & Central Texas

🏢 ABOUT KH IT SERVICES

KH IT Services is not a traditional Managed Service Provider.

We are a Managed Intelligence Provider, combining people, technology, cybersecurity, automation, documentation, business process improvement, and Artificial Intelligence to help organizations become more productive, secure, scalable, and efficient.

Our mission extends beyond fixing technology issues. We help clients modernize their businesses through technology, security, automation, and AI adoption.

Our culture is built around:

✅ Accountability

✅ Professionalism

✅ Operational Excellence

✅ Customer Satisfaction

✅ Continuous Learning

✅ AI Enablement

✅ Documentation Quality

✅ Security Awareness

✅ Merit-Based Advancement

🎯 MISSION STATEMENT

The Tier 2 Hardware Technician (Special Agent) serves as KH IT Services' boots-on-the-ground technical resource and advanced support specialist.

Special Agents are responsible for solving technical problems that cannot be resolved remotely while supporting client infrastructure, deployments, hardware replacement, Microsoft 365 administration, device management, security platforms, and field operations.

This role acts as the bridge between the Service Desk and Engineering teams and is often responsible for restoring critical business operations for clients.

Success in this role is measured through:

✅ Problem Resolution

✅ Documentation Quality

✅ Customer Satisfaction

✅ Security Awareness

✅ AI Adoption Conversations

✅ Technical Growth

✅ Project Participation

✅ Professional Communication

📍 WORK LOCATION & TRAVEL REQUIREMENTS

This is a hybrid and field-service position.

Regular on-site attendance at client locations is required.

🚗 Travel Requirements

Candidates must:

✅ Possess reliable transportation

✅ Maintain a valid driver's license

✅ Travel throughout Austin and Central Texas

✅ Work independently at client locations

✅ Be comfortable working in various business environments

✅ Lift and transport equipment up to 50 pounds

✅ Support multiple client locations during the same workday

🛠️ PRIMARY RESPONSIBILITIES

🔧 Hardware Support & Troubleshooting

✅ Diagnose workstation hardware issues

✅ Repair desktops and laptops

✅ Replace hardware components

✅ Troubleshoot peripherals

✅ Install and configure new equipment

✅ Support printers and multi-function devices

✅ Perform hardware lifecycle replacements

✅ Maintain asset inventory

💻 Device Deployment & Field Operations

✅ Deploy new workstations

✅ Perform workstation refresh projects

✅ Configure user devices

✅ Perform device imaging

✅ Install operating systems

✅ Setup and configure peripherals

✅ Execute client deployment projects

✅ Support office relocations

🏢 Infrastructure Support

✅ Assist with server deployments

✅ Assist with server replacements

✅ Perform basic server troubleshooting

✅ Support network equipment replacements

✅ Assist with firewall replacement projects

✅ Support Wi-Fi deployments

✅ Support cabling initiatives

✅ Assist Tier 3 Engineers with infrastructure projects

☁️ Microsoft 365 Administration

Tier 2 technicians are expected to be comfortable administering and supporting Microsoft 365 environments.

✅ Responsibilities

✅ User management

✅ New user creation

✅ User onboarding

✅ User offboarding

✅ License management

✅ Shared mailbox administration

✅ Distribution group administration

✅ Teams support

✅ SharePoint support

✅ Basic Microsoft 365 administration

🛡️ Security Support

Security plays a major role in the Tier 2 position.

✅ Responsibilities

✅ Security awareness

✅ Endpoint protection monitoring

✅ Security ticket response

✅ Security escalation support

✅ Security documentation

✅ Vulnerability awareness

✅ Threat identification

✅ Escalation of suspicious activity

📚 Documentation & Operational Excellence

Special Agents are expected to maintain high documentation standards.

✅ Responsibilities

✅ Create detailed ticket notes

✅ Document troubleshooting activities

✅ Create and maintain SOPs

✅ Maintain accurate service records

✅ Contribute to knowledge base articles

✅ Document project activities

✅ Improve internal documentation standards

🤖 AI ENABLEMENT & BUSINESS PROCESS IMPROVEMENT

KH IT Services is a Managed Intelligence Provider that helps organizations leverage Artificial Intelligence, automation, and Microsoft Copilot to improve productivity and business outcomes.

✅ Internal AI Responsibilities

🤖 Use AI during troubleshooting

📝 Generate and improve SOPs

📚 Use AI for root cause analysis

📊 Improve project documentation

⚙️ Identify workflow automation opportunities

🔍 Research technical solutions using AI

📈 Improve operational processes through AI-assisted analysis

✅ Client AI Enablement

🚀 Demonstrate Microsoft Copilot productivity benefits

💡 Help clients understand AI opportunities

⚙️ Identify repetitive tasks that could be automated

📊 Recommend AI-powered workflow improvements

🤝 Assist clients with AI adoption questions

📋 Escalate strategic AI opportunities to Tier 3 Engineering

✅ Help clients become more comfortable using AI tools

🎯 Success Looks Like

✅ Uses AI daily

✅ Promotes AI adoption

✅ Identifies automation opportunities

✅ Improves documentation quality

✅ Helps clients understand AI value

🧰 SOFTWARE & PLATFORM EXPECTATIONS

🎫 HaloPSA

Intermediate Proficiency Required

✅ Ticket management

✅ Workflow management

✅ Escalation management

✅ Documentation standards

✅ Time entries

✅ Client communication

✅ Service coordination

🖥️ NinjaOne

Intermediate Proficiency Required

✅ Endpoint monitoring

✅ Alert response

✅ Device management

✅ Policy review

✅ Remote remediation

✅ System health monitoring

✅ Troubleshooting support

☎️ GoTo

Intermediate Proficiency Required

✅ Remote support sessions

✅ Troubleshooting assistance

✅ End-user support

✅ Deployment support

✅ Client support sessions

🛡️ Guardz

Intermediate Proficiency Required

✅ Security monitoring

✅ Security alert review

✅ Threat awareness

✅ Risk identification

✅ Security recommendations

✅ Security escalations

🦠 SentinelOne

Intermediate Proficiency Required

✅ Endpoint review

✅ Threat identification

✅ Basic remediation

✅ Security ticket support

✅ Security escalation procedures

✅ Investigation support

🎓 CERTIFICATION EXPECTATIONS

✅ Required Certifications

🧰 CompTIA A+

☁️ Microsoft 365 Fundamentals (MS-900)

These certifications should already be obtained prior to advancement into Tier 2.

🌐 CompTIA Network+

Expected within 90 days if not already held.

Validates:

✅ DNS

✅ DHCP

✅ VPNs

✅ VLANs

✅ Routing fundamentals

✅ Wireless networking

✅ Network troubleshooting

🖥️ CompTIA Server+

Expected within 180 days.

Validates:

✅ Server hardware

✅ Storage systems

✅ Virtualization concepts

✅ Infrastructure fundamentals

✅ Server operations

💰 CERTIFICATION BONUSES

🧰 CompTIA A+ → $150

🌐 Network+ → $300

💰 COMPENSATION

💵 Compensation Range

$22.00 – $30.00 per hour

Based on:

✅ Experience

✅ Certifications

✅ Technical ability

✅ Project participation

✅ Documentation quality

✅ Client service

📄 Employment Type

Contract Position

Full-Time Hours

Long-Term Opportunity Based on Performance

💰 Additional Opportunities

✅ Certification Bonuses

✅ Project Incentives

✅ Career Advancement Opportunities

✅ Technical Development Opportunities

✅ Infrastructure Exposure

🚀 CAREER ADVANCEMENT

Successful Tier 2 Special Agents may advance into the Tier 3 Network Engineer (Engineer) role.

Advancement is based on:

✅ Technical Ability

✅ Documentation Quality

✅ Security Awareness

✅ Professionalism

✅ Customer Satisfaction

✅ Project Participation

✅ Certification Completion

✅ AI Enablement Participation