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 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 Responsibilities Deliver exceptional service Build client trust Set realistic expectations Confirm successful resolution Follow up appropriately Windows 10/11 troubleshooting Software installation Responsibilities New user creation User onboarding User offboarding Shared mailboxes Distribution groups Basic SharePoint administration 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 Required Skills Remote access Basic remediation Required Skills Call answering Required Skills User administration Shared mailboxes Required Skills 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 Certification study: 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