KH IT Services LLC Special Agent Remote · Contractor Company website

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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 SPECIAL AGENT

(ADVANCED SUPPORT – HYBRID + FIELD ROLE)

Managed Intelligence Provider

Austin, Texas

🎯 ROLE OVERVIEW

Tier 2 Special Agents handle escalations and perform advanced troubleshooting across systems and hardware.

✅ Bridge Tier 1 → Tier 3

✅ Mix of remote + hands-on work

✅ Systems + infrastructure support

🌐 REMOTE / ON-SITE

✅ Hybrid role

✅ Remote for most work

✅ On-site for:

• Hardware issues

• Device deployment

• Server troubleshooting

🖥️ HARDWARE RESPONSIBILITIES

✅ Laptops / desktops

✅ Servers

✅ Basic networking

✅ On-site troubleshooting

✅ Device replacement & deployments

💰 COMPENSATION

🟡 $28 – $45/hour

Contract → Long-Term

✅ Bonus for project work

✅ On-site incentives

✅ Certification bonuses

✈️ TRAINING / TRAVEL

✅ Required

• Training compensated

• Travel compensated

• Expenses covered

• Participation in required meetings are not compensated but rewarded with food

🧑‍💻 RESPONSIBILITIES

✅ Handle escalations

✅ Root cause analysis

✅ Security + backup

✅ Infrastructure support

✅ Copilot for analysis

🤖 COPILOT

✅ Required

✅ Used for incident analysis

✅ Documentation and reporting

🎮 CAREER PATH

🟡 Tier 2 → 🔴 Tier 3