Remote Tier 1 Service Desk Technician – AI-Driven Support

Kh IT Services Llc.; Austin (TX); Remote; USD 28,000 - 36,000; Full time

Benefits offered by this job

Internal mentorship

Certification guidance

Exam preparation assistance

Approved exam cost assistance

Bonus program

Job summary

KH IT Services LLC, based in Austin, TX, is seeking a Tier 1 Service Desk Operator for a 100% remote role. You will handle live calls, triage tickets, perform basic troubleshooting, and participate in AI-assisted support to boost client productivity and security.

Responsibilities include ticket ownership, information gathering, escalation, and providing excellent client experiences. Compensation ranges from $20.00 to $26.00 per hour with ongoing training and advancement opportunities.

Qualifications

• Ticket creation and management experience in a service desk context.
• Familiarity with escalation workflows and incident handling.
• Ability to work remotely with reliable internet and strong communication.
• Strong written and verbal communication skills.
• Knowledge of Windows 10/11 troubleshooting and basic remediation.
• Experience using AI productivity tools is a plus.

Responsibilities

• Maintain ticket ownership and gather complete client information.
• Determine business impact and escalate when necessary while following workflows.
• Answer inbound support calls and provide timely updates.
• Perform basic troubleshooting and remote remediation as needed.
• Create tickets while speaking with clients and maintain professional communication.
• Deliver exceptional service, build client trust, and set realistic expectations.
• Follow up appropriately and confirm successful resolution.
• Contribute to knowledge base and internal documentation updates.

Skills

Ticket creation

Ticket management

Escalation workflows

Remote access

Basic remediation

Call answering

User administration

Shared mailboxes

Identity awareness

Tools

SharePoint

Job description

KH IT Services LLC, based in Austin, TX, is seeking a Tier 1 Service Desk Operator for a 100% remote role. You will handle live calls, triage tickets, perform basic troubleshooting, and participate in AI-assisted support to boost client productivity and security.

Responsibilities include ticket ownership, information gathering, escalation, and providing excellent client experiences. Compensation ranges from $20.00 to $26.00 per hour with ongoing training and advancement opportunities.