Service Desk Technician

Kh IT Services Llc.; Austin, Northern (TX, KY); Hybrid; USD 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

Internal mentorship

Certification guidance

Exam preparation assistance

Zusammenfassung

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 call answering, ticket triage, and basic troubleshooting, while maintaining high-quality documentation and professional client interactions.

The position emphasizes AI-assisted workflows and ongoing certification development. Candidates should have strong communication skills, be comfortable with remote work, and be prepared to engage in knowledge base contributions and

Qualifikationen

• Experience with ticket creation and management.
• Ability to perform basic remediation and remote access tasks.
• Strong call answering and client communication.
• Experience with SharePoint and shared mailboxes.
• Identity awareness and security basics.
• Certification pursuit and ongoing learning.

Aufgaben

• Maintain ticket ownership and ensure timely updates.
• Gather complete client information and determine business impact.
• Escalate when necessary and follow service workflows.
• Answer inbound support calls and create tickets while speaking with clients.
• Maintain professional communication and provide updates and follow-up.
• Deliver exceptional service and build client trust.

Kenntnisse

Ticket creation

Ticket management

Escalation workflows

Remote access

Basic remediation

Call answering

User administration

Shared mailboxes

Identity awareness

Ausbildung

Copilot and Agent Administration Fundamentals (AB-900)

Jobbeschreibung

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

Contract Relationship Disclaimer

Nothing in this posting constitutes a guarantee of employment, advancement, compensation, or future opportunities.