Service Desk Technician

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.

Description

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
• Operationally Mature
• Technology Driven

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

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
• AI awareness conversations

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

This position is 100% remote.

Personnel are expected to maintain a professional service desk environment.

Required Home Office Standards

• Professional headset
• Dedicated work area
• Professional communication environment

Childcare responsibilities during scheduled shifts

Any environment that negatively affects client service

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

Responsibilities

• Maintain ticket ownership
• Gather complete client information
• Determine business impact
• Escalate when necessary
• Follow service workflows
• Answer inbound support calls
• Gather information efficiently
• Perform basic troubleshooting
• Create tickets while speaking with clientsMaintain professional communication
• Provide updates and follow-up
• Deliver exceptional service
• Build client trust
• Set realistic expectations
• Confirm successful resolution
• Follow up appropriately
• Windows 10/11 troubleshooting
• Software installation
• New user creation
• User onboarding
• User offboarding
• Shared mailboxes
• Distribution groups
• Basic SharePoint administration
• Detailed ticket notes
• Knowledge base contributions
• Internal documentation updates

Documentation quality is critical to success.

KH IT Services is a Managed Intelligence Provider.

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

Internal Responsibilities

• AI-assisted troubleshooting
• Ticket summary creation

Client Responsibilities

• Explain AI productivity benefits
• Identify productivity opportunities
• Escalate advanced AI opportunities

Required Skills

• Ticket creation
• Ticket management
• Escalation workflows
• Remote access
• Basic remediation
• Call answering
• User administration
• Shared mailboxes
• Identity awareness

Strongly Required Within 30 Days

Candidates who already hold these certifications are strongly preferred.

Required Within 90 Days

Copilot and Agent Administration Fundamentals (AB-900)

• Ticket Documentation Quality
• AI Conversations
• Knowledge Base Contributions
• Reliability & Attendance

Successful Tier 1 personnel may advance into:

Promotion considerations include:

• Performance evaluations

$20.00 - $26.00 Per Hour

Compensation decisions are based on:

• Technical competency
• Overall performance

Benefits & Professional Development

KH IT Services invests heavily in employee and contractor development.

Included Benefits

• Internal mentorship
• Certification guidance
• Exam preparation assistance
• Approved exam cost assistance

Certification

Bonus

$150

• Study materials provided
• Certification guidance provided
• Exam assistance provided

Important

• Occurs outside scheduled work hours
• Does not count toward work hours
• Is required for advancement opportunities
• Demonstrates commitment to growth

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:

• Certifications
• Market conditions

Certification Disclaimer

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

Bonus Disclaimer

• 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.