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 Technician | 🏢 KH IT Services LLC

📄 Contract Position | 🌐 100% Remote | 📍 Austin, 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 operate more efficiently, securely, and productively.

We believe technology professionals should not only solve technical problems but also help clients understand how automation and AI can improve their business operations.

Our culture is built around:

✅ Accountability

✅ Professionalism

✅ Exceptional Customer Service

✅ Operational Excellence

✅ Microsoft Copilot Adoption

✅ Documentation Quality

✅ Continuous Learning

✅ AI Enablement

✅ Merit-Based Advancement

Located in Central Texas, we embrace innovation, ownership, personal responsibility, and lifelong learning.

🎯 MISSION STATEMENT

The Tier 1 Service Desk Operator serves as the front line of KH IT Services and is responsible for delivering exceptional technical support through live call answering, ticket triage, ticket management, Microsoft 365 administration, troubleshooting, documentation, communication, and AI enablement.

Operators serve as the first point of contact for clients and are expected to quickly gather information, identify business impact, accurately document issues, and ensure clients receive timely assistance.

Success in this role is measured through:

✅ Ticket Documentation Quality

✅ Customer Satisfaction

✅ Microsoft 365 Administration Accuracy

✅ AI Adoption Conversations

✅ Knowledge Base Contributions

✅ Professional Communication

✅ Service Quality

🌐 REMOTE WORK ENVIRONMENT

This is a 100% remote position.

Although remote, candidates should view this role as operating a professional service desk from a dedicated home office environment.

✅ Workspace Requirements

🔹 Dedicated workspace

🔹 Reliable high-speed internet connection

🔹 Professional-quality headset

🔹 Reliable computer equipment

🔹 Quiet work environment

🔹 Minimal interruptions

🔹 Ability to remain available throughout scheduled work hours

🔹 Professional audio quality

❌ Unacceptable Work Environments

🚫 Loud televisions

🚫 Audible music

🚫 Coffee shops or public workspaces

🚫 Excessive background conversations

🚫 Frequent interruptions

🚫 Childcare responsibilities during scheduled work hours

🚫 Any environment that negatively impacts client communications

📞 LIVE SERVICE DESK OPERATIONS

This is not a ticket-only support position.

Operators are expected to actively participate in live service desk operations throughout the workday.

⏰ Availability Requirements

✅ Available from 8:00 AM – 5:00 PM CST

✅ Promptly answer inbound support calls

✅ Create and update tickets while speaking with clients

✅ Gather accurate information efficiently

✅ Perform basic troubleshooting

✅ Escalate when necessary

✅ Maintain communication throughout the ticket lifecycle

✅ Meet service response expectations

🎧 Call Handling Expectations

Operators are expected to:

✅ Speak professionally and confidently

✅ Communicate technical information clearly

✅ Handle multiple tasks simultaneously

✅ Remain composed during difficult interactions

✅ Represent KH IT Services professionally at all times

The ability to communicate effectively is equally as important as technical ability.

🎫 TICKET TRIAGE & SERVICE COORDINATION

Tier 1 Operators are responsible for triaging all incoming service requests.

✅ Triage Responsibilities

✅ Receive and evaluate incoming requests

✅ Gather complete and accurate information

✅ Determine urgency and business impact

✅ Assign proper priorities

✅ Route requests to the appropriate resource

✅ Escalate issues appropriately

✅ Ensure complete documentation before escalation

✅ Maintain communication throughout the support process

🎯 Success Looks Like

✅ Proper ticket classification

✅ Accurate prioritization

✅ Efficient escalation paths

✅ Reduced engineer interruptions

✅ Faster issue resolution

✅ Improved customer satisfaction

✅ Complete and useful documentation

🛠️ PRIMARY RESPONSIBILITIES

🎫 Service Desk Operations

✅ Answer incoming support calls

✅ Create and manage service tickets

✅ Perform ticket triage

✅ Monitor service queues

✅ Maintain accurate ticket documentation

✅ Follow established service workflows

✅ Maintain SLA compliance

✅ Escalate appropriately when necessary

🖥️ Technical Support

✅ Troubleshoot Microsoft Windows operating systems

✅ Support Microsoft 365 applications

✅ Troubleshoot Outlook issues

✅ Troubleshoot printer and peripheral issues

✅ Assist remote users

✅ Install approved software

✅ Support basic networking issues

✅ Utilize remote support tools

✅ Troubleshoot common end-user issues

☁️ Microsoft 365 Administration

✅ Password resets

✅ User account management

✅ New user creation

✅ User onboarding

✅ User offboarding

✅ License assignment and management

✅ Shared mailbox administration

✅ Distribution group management

✅ Microsoft Teams support

✅ Basic SharePoint support

✅ Entra ID (Azure AD) user administration

✅ Security group management

👥 Client Experience

✅ Deliver exceptional customer service

✅ Maintain professional communication

✅ Provide timely updates

✅ Set expectations clearly

✅ Confirm issue resolution

✅ Build client trust and confidence

✅ Ensure positive client interactions

📚 Documentation & Knowledge Management

Documentation is one of the most important responsibilities of this role.

Tier 1 Operators spend a majority of their time documenting issues, resolutions, client interactions, procedures, and technical findings.

✅ Documentation Responsibilities

✅ Maintain detailed ticket notes

✅ Document troubleshooting steps

✅ Create procedural documentation

✅ Contribute to internal knowledge bases

✅ Improve existing documentation

✅ Follow documentation standards

✅ Maintain complete service records

🤖 AI ENABLEMENT & CLIENT AI AWARENESS

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 Microsoft Copilot daily

📝 Improve documentation using AI

🔍 Improve troubleshooting efficiency

📚 Research technical issues

🎫 Create AI-assisted ticket summaries

📊 Improve workflow consistency

💬 Improve communication quality

⚙️ Increase efficiency through AI-assisted processes

✅ Client AI Enablement

🚀 Introduce clients to Microsoft Copilot

💡 Explain basic AI productivity benefits

🤝 Answer basic AI-related questions

📈 Identify opportunities where AI may improve productivity

🛡️ Promote responsible AI usage

📋 Escalate advanced AI opportunities to Tier 2 and Tier 3 personnel

✅ Help clients become more comfortable using AI tools

🎯 Success Looks Like

✅ Comfortable using AI daily

✅ Can explain AI concepts to clients

✅ Identifies AI opportunities

✅ Encourages responsible AI adoption

✅ Promotes AI productivity improvements

🧰 SOFTWARE & PLATFORM EXPECTATIONS

🎫 HaloPSA

✅ Create tickets

✅ Update tickets

✅ Manage ticket status

✅ Maintain ticket ownership

✅ Document work performed

✅ Follow service workflows

✅ Track service activity

🖥️ NinjaOne

✅ Remote access

✅ Endpoint monitoring

✅ Device health checks

✅ Alert review

✅ Basic remediation

✅ Remote troubleshooting

✅ Endpoint support

☎️ GoTo

✅ Remote support sessions

✅ End-user assistance

✅ Screen sharing

✅ Remote troubleshooting

✅ Client support sessions

🎓 CERTIFICATION EXPECTATIONS

🧰 CompTIA A+

Required:

✅ Already certified

OR

✅ Obtain certification within 30 days of hire

CompTIA A+ establishes the technical foundation required for employment and future advancement.

☁️ Microsoft 365 Fundamentals (MS-900)

Expected within 90 days.

This certification validates knowledge of:

✅ Microsoft 365

✅ Exchange Online

✅ Microsoft Teams

✅ SharePoint Online

✅ OneDrive

✅ Licensing

✅ Cloud fundamentals

✅ Microsoft ecosystem administration

💰 CERTIFICATION BONUS

🧰 CompTIA A+ → $150

💰 COMPENSATION

💵 Pay Range

$20.00 – $26.00 per hour

Compensation is based on:

✅ Experience

✅ Certifications

✅ Communication ability

✅ Technical skill level

✅ Documentation quality

✅ Customer service ability

📄 Employment Type

Contract Position

Full-Time Hours

Long-Term Opportunity Based on Performance

💰 Additional Opportunities

✅ Certification Bonuses

✅ Austin-area equipment delivery bonuses

✅ Career advancement opportunities

✅ Technical growth opportunities

✅ Professional development opportunities

🚀 CAREER ADVANCEMENT

Successful Tier 1 Operators may advance into the Tier 2 Hardware Technician (Special Agent) role.

Advancement is based on:

✅ Performance

✅ Technical Skill Development

✅ Certification Completion

✅ Documentation Quality

✅ Customer Satisfaction

✅ Professional Communication

✅ Leadership Potential

✅ AI Enablement Participation