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 1 – SERVICE DESK TECHNICIAN

📞 Remote Service Desk Operator | 🏢 KH IT Services LLC

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

🏢 ABOUT KH IT SERVICES

KH IT Services is not a traditional Managed Service Provider (MSP).

We are a Managed Intelligence Provider (MIP) focused on helping organizations improve productivity, security, operational maturity, documentation, automation, and Artificial Intelligence adoption.

Our mission is to help clients become:

✅ More Productive

✅ More Secure

✅ Better Documented

✅ More Automated

✅ AI Enabled

✅ Operationally Mature

✅ Technology Driven

We believe every technician should grow professionally, continuously learn, and contribute to both client success and internal improvement.

🎯 POSITION MISSION

The Tier 1 Service Desk Operator serves as the first point of contact for KH IT Services clients.

This position is responsible for:

✅ Live call answering

✅ Ticket triage

✅ Basic troubleshooting

✅ Documentation

✅ Customer service

✅ Microsoft 365 administration

✅ AI awareness conversations

✅ Escalation coordination

Tier 1 personnel are expected to provide a professional client experience while maintaining strong documentation quality and escalation accuracy.

🌐 REMOTE WORK REQUIREMENTS

This position is 100% remote.

Personnel are expected to maintain a professional service desk environment.

✅ Required Home Office Standards

✅ Reliable internet connection

✅ Quiet workspace

✅ Professional headset

✅ Dedicated work area

✅ Reliable computer equipment

✅ Professional communication environment

❌ Unacceptable Work Environments

🚫 Coffee shops

🚫 Public workspaces

🚫 Loud environments

🚫 Frequent interruptions

🚫 Childcare responsibilities during scheduled shifts

🚫 Any environment that negatively affects client service

📞 SERVICE DESK RESPONSIBILITIES

🎫 Ticket Triage & Service Coordination

Tier 1 personnel are responsible for managing all incoming service requests.

Responsibilities

✅ Create tickets

✅ Maintain ticket ownership

✅ Gather complete client information

✅ Determine business impact

✅ Prioritize appropriately

✅ Escalate when necessary

✅ Maintain documentation standards

✅ Follow service workflows

☎️ Live Call Handling

Responsibilities

✅ Answer inbound support calls

✅ Gather information efficiently

✅ Perform basic troubleshooting

✅ Create tickets while speaking with clients

✅ Maintain professional communication

✅ Provide updates and follow-up

👥 Customer Service

Responsibilities

✅ Deliver exceptional service

✅ Build client trust

✅ Maintain professionalism

✅ Set realistic expectations

✅ Confirm successful resolution

✅ Follow up appropriately

💻 TECHNICAL RESPONSIBILITIES

🖥️ Windows & End User Support

✅ Windows 10/11 troubleshooting

✅ Printer support

✅ Peripheral support

✅ Outlook troubleshooting

✅ Software installation

✅ User support

✅ Remote troubleshooting

☁️ Microsoft 365 Administration

Responsibilities

✅ New user creation

✅ User onboarding

✅ User offboarding

✅ Password resets

✅ License management

✅ Shared mailboxes

✅ Distribution groups

✅ Teams support

✅ Basic SharePoint administration

✅ Basic Entra administration

📚 DOCUMENTATION & KNOWLEDGE MANAGEMENT

Documentation quality is critical to success.

Responsibilities

✅ Detailed ticket notes

✅ Troubleshooting documentation

✅ SOP maintenance

✅ Knowledge base contributions

✅ Internal documentation updates

✅ Client communication records

🤖 AI ENABLEMENT RESPONSIBILITIES

KH IT Services is a Managed Intelligence Provider.

All Tier 1 personnel are expected to use AI tools professionally.

Internal Responsibilities

🤖 Microsoft Copilot usage

🤖 AI-assisted research

🤖 AI-assisted troubleshooting

🤖 AI-assisted documentation

🤖 Ticket summary creation

🤖 Communication improvement

Client Responsibilities

🚀 Introduce Microsoft Copilot

🚀 Explain AI productivity benefits

🚀 Answer basic AI questions

🚀 Identify productivity opportunities

🚀 Escalate advanced AI opportunities

🧰 PLATFORM TRAINING REQUIREMENTS

🎫 HaloPSA

Required Skills

✅ Ticket creation

✅ Ticket management

✅ Time entries

✅ Escalation workflows

✅ Documentation standards

🖥️ NinjaOne

Required Skills

✅ Remote access

✅ Endpoint monitoring

✅ Device health review

✅ Alert review

✅ Basic remediation

☎️ GoTo Connect

Required Skills

✅ Call answering

✅ Transfers

✅ Voicemail

✅ Client communication

☁️ Microsoft 365 Admin

Required Skills

✅ User administration

✅ Licensing

✅ Exchange

✅ Teams

✅ Shared mailboxes

🔑 Microsoft Entra (Basic)

Required Skills

✅ User management

✅ Group management

✅ Identity awareness

🎓 CERTIFICATION REQUIREMENTS

✅ Strongly Required Within 30 Days

🧰 CompTIA A+

🎫 ITIL Foundation

☁️ Microsoft 365 Fundamentals (MS-900)

Candidates who already hold these certifications are strongly preferred.

✅ Required Within 90 Days

🤖 Microsoft 365 Certified:

Copilot and Agent Administration Fundamentals (AB-900)

📊 KEY PERFORMANCE INDICATORS

✅ Ticket Documentation Quality

✅ Customer Satisfaction

✅ Microsoft 365 Accuracy

✅ Communication Quality

✅ AI Usage

✅ AI Conversations

✅ Knowledge Base Contributions

✅ SLA Compliance

✅ Reliability & Attendance

🚀 CAREER ADVANCEMENT

Successful Tier 1 personnel may advance into:

🟡 Tier 2 – Hardware Technician (Special Agent)

Promotion considerations include:

✅ Certification completion

✅ Platform proficiency

✅ Customer service quality

✅ Documentation quality

✅ AI utilization

✅ Professionalism

✅ Performance evaluations

💰 COMPENSATION, BENEFITS & PROFESSIONAL DEVELOPMENT

💵 Compensation Range

$20.00 - $26.00 Per Hour

Compensation decisions are based on:

✅ Technical competency

✅ Customer service quality

✅ Documentation quality

✅ Microsoft 365 proficiency

✅ AI participation

✅ Reliability

✅ Overall performance

🎁 Benefits & Professional Development

KH IT Services invests heavily in employee and contractor development.

Included Benefits

✅ KH IT Services Udemy Portal

✅ Microsoft Learn resources

✅ Vendor training resources

✅ Internal mentorship

✅ Platform training

✅ AI enablement training

✅ Career planning

✅ Certification guidance

✅ Exam preparation assistance

✅ Approved exam cost assistance

💰 CERTIFICATION BONUS PROGRAM

Certification

Bonus

🧰 CompTIA A+

$150

📚 PROFESSIONAL DEVELOPMENT POLICY

✅ Study materials provided

✅ Mentorship provided

✅ Certification guidance provided

✅ Exam assistance provided

✅ Career development planning provided

Important

Certification study:

✅ Occurs outside scheduled work hours

✅ Does not count toward work hours

✅ Is required for advancement opportunities

✅ Demonstrates commitment to growth

⚖️ LEGAL & COMPLIANCE DISCLOSURES

Equal Opportunity Statement

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

Compensation Disclaimer

Compensation ranges listed are estimates and are not guaranteed compensation offers.

Actual compensation may vary based on:

✅ Experience

✅ Certifications

✅ Skills

✅ Market conditions

✅ Performance

Certification Disclaimer

Certification requirements, timelines, training programs, and advancement requirements may be updated as business needs evolve.

Bonus Disclaimer

Certification bonuses:

✅ Are discretionary

✅ Require active good standing

✅ Require certification verification

✅ May be modified or discontinued

✅ Are not base compensation

Contract Relationship Disclaimer

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

✅ APPLYING TO KH IT SERVICES

If you are committed to:

✅ Customer Service Excellence

✅ Technical Excellence

✅ Continuous Learning

✅ Documentation Excellence

✅ Artificial Intelligence Adoption

✅ Professional Growth

✅ Merit-Based Advancement

We encourage you to apply.