Computer Hardware Technician
KH IT Services LLC
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Job summary
KH IT Services LLC is seeking a Tier 2 Hardware Technician (Special Agent) to work across remote and field deployments from Austin, Texas. You will bridge the gap between Service Desk and Engineering, performing advanced troubleshooting, hardware deployments, network support, and security platform operations while mentoring Tier 1 staff.
The role requires travel to client sites, reliable transportation, a professional appearance, and strong communication skills.
Qualifications
- Requirements include reliable transportation and valid driver’s license.
- Ability to travel to client sites and work independently onsite.
- Professional appearance and communication are essential.
- Capability to lift and deploy equipment and perform field service tasks.
Responsibilities
- Field service support and onsite client visits.
- Network troubleshooting and connectivity support.
- Security platform support and incident documentation.
- CCTV & Access Control support and asset management.
- AI enablement and process documentation improvements.
Skills
Tools
Job description
TIER 2 – HARDWARE TECHNICIAN (SPECIAL AGENT)
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 – HARDWARE TECHNICIAN (SPECIAL AGENT)
Hardware Technician (Special Agent) | KH IT Services LLC
Full-Time Contract Position | Remote / Field Services | Austin, Texas
ABOUT KH IT SERVICES
KH IT Services is a modern Managed Intelligence Provider (MIP) focused on helping organizations improve technology, cybersecurity, documentation, automation, operational maturity, and Artificial Intelligence adoption.
We believe technical professionals should continuously develop their skills, pursue certifications, improve processes, and help clients leverage technology to achieve business goals.
POSITION MISSION
The Tier 2 Hardware Technician (Special Agent) serves as KH IT Services’ advanced support and field operations specialist.
This role bridges the gap between Service Desk operations and Engineering.
Special Agents are responsible for:
- Advanced troubleshooting
- Field service support
- Hardware deployments
- Microsoft 365 administration
- Network troubleshooting
- Security platform support
- CCTV & Access Control support
- AI enablement
- Documentation improvement
- Mentorship of Tier 1 personnel
This position includes both remote support and onsite client visits.
Requirements
- Reliable transportation
- Valid driver's license
- Ability to travel to client sites
- Professional appearance
- Professional communication
- Ability to lift and deploy equipment
- Ability to work independently onsite
- New workstation deployments
- Hardware replacement
- Equipment upgrades
- Imaging and provisioning
- Hardware diagnostics
- Asset tagging
- Inventory management
- Printers
- Scanners
- Docking stations
- Monitors
- Conference room equipment
- User accessories
- User troubleshooting
- Connectivity troubleshooting
- Hardware replacement
- Equipment audits
- Site documentation
- Client interaction
- DHCP troubleshooting
- DNS troubleshooting
- VPN troubleshooting
- Wireless troubleshooting
- Network device replacement
- Basic switch management
- Connectivity troubleshooting
- User onboarding
- User offboarding
- License management
- Teams support
- Exchange administration
- Shared mailbox administration
- Basic SharePoint administration
- Basic Entra administration
- Security monitoring
- Threat awareness
- Risk review
- Security documentation
- Security ticket management
- Threat review
- Endpoint investigations
- Incident escalation
- Security ticket documentation
- Remediation assistance
- Security best practices
- Phishing awareness
- Identity protection
- Password management
- Security documentation
KH IT Services maintains licensing for physical security system support.
Special Agents may assist with:
- CCTV systems
- Surveillance cameras
- NVRs
- Access control systems
- Electronic locking systems
- Alarm-related technologies
- Vendor coordination
- Security infrastructure documentation
KH IT Services operates as a Managed Intelligence Provider.
Special Agents are expected to help identify and support AI opportunities.
- AI-assisted troubleshooting
- AI-assisted documentation
- Workflow improvement
- Ticket quality improvement
- Process improvement recommendations
- Discuss productivity benefits
- Assist with Copilot adoption
- Identify automation opportunities
- Escalate advanced AI opportunities
- Support client AI initiatives
Documentation quality is a core responsibility.
- Detailed ticket notes
- Site visit documentation
- Security documentation
- Configuration updates
- Asset updates
- SOP improvements
- Knowledge base contributions
KH IT Services follows a team-first model.
When not actively engaged in:
- Projects
- Deployments
- Site visits
- Escalations
- Hardware work
- Security incidents
All Tier 2 personnel are required to assist the Service Desk.
Activities include:
- Ticket triage
- Tier 1 ticket resolution
- Documentation improvement
- Service backlog reduction
- Escalation support
- Tier 1 mentoring
- HaloPSA
- NinjaOne
- GoTo Connect
- Microsoft 365 Admin
- Microsoft Entra
- Microsoft Copilot
- Security review
- Risk review
- Threat awareness
- Security reporting
- Threat review
- Endpoint investigation
- Basic containment support
- Escalation procedures
Within the first 90 days of Tier 2 employment, personnel are expected to begin exposure to:
- UniFi
- Auvik
- NordLayer
- Azure Concepts
- Infrastructure Concepts
- Security Architecture Concepts
- CompTIA A+
- ITIL Foundation
- Microsoft 365 Fundamentals (MS-900)
- Microsoft 365 Copilot & Agent Administration Fundamentals (AB-900)
Personnel supporting:
- CCTV Systems
- Camera Systems
- Access Control Systems
- Electronic Locking Systems
- Alarm Technologies
must maintain required Texas DPS registration.
Required to maintain registration.
Continuing education is completed outside scheduled work hours.
- Resolution Quality
- Documentation Quality
- Security Awareness
- Customer Satisfaction
- Escalation Accuracy
- Project Participation
- Tier 1 Support Contribution
- Platform Proficiency
- AI Enablement Participation
Successful Tier 2 personnel may advance into:
Promotion considerations include:
- Certification completion
- Security competency
- Platform proficiency
- Documentation quality
- Mentorship ability
- Project participation
- AI enablement participation
- Professionalism
Compensation decisions are based on:
- Technical competency
- Infrastructure knowledge
- Security capability
- Documentation quality
- Project participation
- Customer satisfaction
- AI enablement participation
- Overall performance
- KH IT Services Udemy Portal
- Microsoft Learn resources
- Vendor training resources
- Internal mentorship
- Certification guidance
- Advanced platform training
- AI enablement training
- Career planning assistance
- Exam preparation assistance
- Approved exam cost assistance
- CompTIA A+
- $150
- CompTIA Network+
- $300
- Active TOPS Registration
- All annual CEUs completed
- No registration lapse
- No compliance violations
- Participation in qualifying CCTV, Access Control, Alarm, or Physical Security projects
Certification preparation:
- Occurs outside scheduled work hours
- Does not count as worked hours
- Does not count toward weekly work-hour requirements
- Is required for advancement opportunities
- Demonstrates commitment to professional growth
KH IT Services provides equal opportunity based on qualifications, performance, experience, skills, and business needs.
Compensation ranges are estimates and are not guarantees of compensation.
Actual compensation may vary based on experience, certifications, market conditions, and business requirements.
Certification requirements, timelines, platform requirements, and advancement criteria may be modified or updated based on business needs.
Certification bonuses and TOPS compliance bonuses:
- Are discretionary
- Require good standing
- Require verification
- May be modified or discontinued
- Are not considered base compensation
Personnel maintaining TOPS registration are responsible for meeting all licensing and continuing education requirements.
Nothing contained in this posting creates a guarantee of employment, advancement, compensation, or future opportunities.
$22 - $30 per hour
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
