Special Agent

About KH IT Services LLC

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

TIER 2 SPECIAL AGENT

(ADVANCED SUPPORT – HYBRID + FIELD ROLE)

Managed Intelligence Provider

Austin, Texas

ROLE OVERVIEW

Tier 2 Special Agents handle escalations and perform advanced troubleshooting across systems and hardware.

REMOTE / ON-SITE

• Hybrid role
• Remote for most work
• On-site for:

• Hardware issues
• Device deployment
• Server troubleshooting

HARDWARE RESPONSIBILITIES

• Laptops / desktops
• Servers
• Basic networking
• On-site troubleshooting
• Device replacement & deployments

COMPENSATION

28 – 45/hour

Contract → Long-Term

• Bonus for project work
• On-site incentives
• Certification bonuses

TRAINING / TRAVEL

• Required

• Training compensated
• Travel compensated
• Expenses covered
• Participation in required meetings are not compensated but rewarded with food

RESPONSIBILITIES

• Handle escalations
• Root cause analysis
• Security + backup
• Infrastructure support
• Copilot for analysis

COPILOT

• Required
• Used for incident analysis
• Documentation and reporting

CAREER PATH

Tier 2 → Tier 3

Salary

28 - 45 per hour