Career Opportunities

Position Summary

KECH is seeking an experienced and versatile Systems Engineer to support the company’s information technology infrastructure, cybersecurity operations, end-user computing environment, and contact-center technology platforms. The position is REMOTE with the occasional requirement of being IN-OFFICE.   Applicants must be located near a KECH office location in Williamsburg, KY or El Paso, TX.

This position will be responsible for administering servers, desktops, networks, identity systems, security technologies, and business-critical applications. The Systems Engineer will also assist with cybersecurity monitoring, incident response, vulnerability scanning and remediation, system hardening, technology evaluations, and compliance activities.

The successful candidate should be comfortable working across multiple technical disciplines and resolving issues involving servers, endpoints, networks, cloud services, cybersecurity tools, telecommunications, and call-center platforms. This is a hands-on position suited for an experienced IT professional who can independently troubleshoot complex problems while working collaboratively with internal teams, vendors, customers, and technology partners.

Key Responsibilities

Server and Systems Administration

• Install, configure, administer, monitor, and maintain Windows and Linux Server environments.
• Support physical servers, virtual servers, cloud-hosted systems, and related infrastructure.
• Administer server operating systems, system services, storage, permissions, scheduled tasks, and applications.
• Monitor server availability, performance, capacity, event logs, and system health.
• Perform server patching, upgrades, maintenance, and remediation activities.
• Assist with backup administration, restoration testing, business continuity, and disaster-recovery planning.
• Troubleshoot server, operating-system, application, authentication, and performance issues.
• Maintain system configurations, inventories, diagrams, procedures, and administrative documentation.

Desktop and End-User Computing

• Configure, deploy, administer, and support desktops, laptops, mobile devices, peripherals, and related equipment.
• Build and maintain standardized workstation images and device configurations.
• Manage endpoint patching, software deployment, configuration management, and security policies.
• Troubleshoot Windows operating systems, Microsoft 365 applications, browsers, productivity tools, and business applications.
• Support endpoint encryption, antivirus, EDR/XDR, web filtering, multifactor authentication, and device-security controls.
• Manage hardware and software inventories throughout the technology lifecycle.
• Assist users with technical issues while providing professional and responsive customer service.
• Identify recurring support problems and implement sustainable corrective actions.

Network Administration

• Configure, monitor, maintain, and troubleshoot local-area and wide-area network infrastructure.
• Support routers, switches, firewalls, wireless access points, VPNs, VLANs, and internet connectivity.
• Troubleshoot TCP/IP, DNS, DHCP, routing, switching, bandwidth, latency, packet loss, and connectivity issues.
• Assist with network segmentation, firewall rules, remote-access solutions, and secure connectivity.
• Monitor network availability, utilization, performance, and security events.
• Maintain network diagrams, device inventories, configuration records, and administrative documentation.
• Coordinate with internet, telecommunications, managed-service, and equipment providers.
• Support Ubiquiti or comparable network technologies.
• Assist with the design and implementation of secure network improvements.

Cybersecurity Operations

• Monitor and investigate security alerts.
• Assist with incidents involving phishing, malware, ransomware, credential theft, unauthorized access, suspicious activity, and insider threats.
• Support incident containment, eradication, recovery, documentation, and post-incident review activities.
• Administer or support Trend Micro Vision One.
• Manage or support website allowlists, blocklists, DNS filtering, and secure web-gateway technologies.
• Conduct proactive reviews of endpoint, server, identity, cloud, and network-security events.
• Maintain incident-response procedures, investigation records, corrective-action plans, and lessons-learned documentation.
• Escalate significant incidents to management and appropriate internal teams.
• Assist with security-awareness activities and employee cybersecurity training.

Vulnerability Management and System Hardening

• Perform or coordinate vulnerability scanning.
• Analyze vulnerability findings and prioritize remediation based on severity, exploitability, asset criticality, and operational risk.
• Coordinate remediation activities involving servers, workstations, network devices, applications, and cloud systems.
• Validate that vulnerabilities have been successfully remediated.
• Apply or recommend security-hardening controls based on CIS Benchmarks, DISA STIGs, vendor guidance, and organizational standards.
• Track vulnerability-aging, remediation status, exceptions, and accepted risks.
• Prepare technical reports and management dashboards showing vulnerability trends and remediation progress.
• Identify weaknesses in the technology environment and recommend practical corrective actions.

Technology Evaluation and Implementation

• Evaluate new hardware, software, cloud services, cybersecurity products, artificial-intelligence tools, and business applications.
• Identify security, privacy, integration, support, licensing, and operational risks before implementation.
• Assist with proofs of concept, application testing, system validation, and implementation planning.
• Prepare recommendations that describe business benefits, technical requirements, costs, risks, and alternatives.
• Participate in technology deployments, upgrades, migrations, integrations, and decommissioning projects.
• Confirm that new systems meet security, performance, supportability, and business requirements.

Help Desk and Operational Support

• Serve as an escalation point for complex help-desk and technical-support issues.
• Diagnose and resolve problems involving hardware, software, networks, authentication, servers, security tools, and business applications.
• Prioritize incidents based on business impact, urgency, security risk, and contractual requirements.
• Document troubleshooting activities, resolutions, root causes, and follow-up actions.
• Participate in an after-hours or on-call support rotation when required.
• Support remote locations, distributed employees, call-center operations, and customer-facing systems.
• Coordinate planned maintenance to minimize operational disruption.
• Communicate outages, service interruptions, security events, and recovery status clearly to affected stakeholders.

Required Qualifications

• Five or more years of progressively responsible experience in systems administration, network administration, cybersecurity, technical support, or a closely related field.
• Hands-on experience administering Microsoft Windows and Linux server environments.
• Experience configuring or troubleshooting routers, switches, firewalls, wireless networks, VPNs, DNS, DHCP, TCP/IP, and VLANs.
• Experience with endpoint-management, patch-management, software-deployment, or configuration-management technologies.
• Experience supporting Microsoft 365 services and applications.
• Experience with vulnerability-scanning, endpoint-security, antivirus, and XDR technologies.
• Working knowledge of cybersecurity incident response, security hardening, access control, and vulnerability remediation.
• Experience applying CIS Benchmarks and DISA STIGs or similar standards.
• Experience with backup, disaster-recovery, monitoring, ticketing, automation, and remote-management technologies.

Preferred Certifications

One or more of the following certifications are preferred:

• • CompTIA certifications
  • AWS Certified Solutions Architect – Associate

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Job Summary
Must have a passion for helping people!

KECH, Inc. is a HUBZone-certified, Woman Owned Small Business (WOSB) founded by leaders who bring knowledge and experience that span 45+ years of success in IT services, service desk, and contact center. KECH is committed to helping our clients achieve extraordinary customer service, one great interaction at a time. KECH is an equal-opportunity employer. Candidates must be able to attain a federal government clearance for the FSA. The start date is expected to be sometime in September 2026 depending on when clearance is attained. The clearance process will require applicant action during the 50 days before the position starts.

POSITION OVERVIEW: The Workforce Management (WFM) Analyst supporting the Nelnet contact center program is responsible for driving daily operational efficiency and service level stability through real-time intraday monitoring, schedule administration, and real-time adherence tracking across all contact channels. Operating as a tactical partner to operational leadership, the analyst continuously tracks queue metrics, handle times, occupancy, and agent state performance, identifying real-time variances from projected volumes and making immediate adjustments to maintain targeted service levels and minimize abandonment rates. The role manages day-to-day schedule updates, including processing real-time exception entries—such as unscheduled leave, coaching, meeting time, and training—while evaluating their immediate impact on overall intraday capacity and shrinkage trends. By continuously auditing agent adherence to assigned schedules, performing root-cause analysis on real-time operational deviations, and delivering intraday performance updates to leadership, the analyst ensures the frontline workforce is optimally deployed to deliver a reliable, high-quality servicing experience for borrowers.

POSITION DESCRIPTION:
1. Real-Time Intraday Monitoring: Track live queue metrics, call volume spikes, Average Handle Time (AHT), occupancy, and service levels across all contact channels to maintain daily performance goals.

2. Schedule Adherence Tracking: Monitor agent state changes and schedule adherence in real time, identifying non-adherence patterns and coordinating with team leads to minimize shrinkage and off-queue downtime.

3. Schedule Maintenance & Exception Entry: Process daily schedule modifications, including logging time-off requests, training, coaching sessions, meetings, unscheduled absences, and offline activities into the WFM system.

4. Intraday Tactical Adjustments: Reallocate agent skill sets, adjust breaks, or recommend immediate off-queue activity cancellations during unexpected volume surges or staffing shortages.

5. Operational Communication & Escalation: Keep program leadership and supervisors informed of real-time queue performance, outage impacts, staffing deficits, and service-level risks throughout the operating day.

6. Shrinkage & Performance Reporting: Generate intraday and end-of-day reports summarizing adherence trends, shrinkage rates, and volume variances to support continuous operational improvements.

SPECIAL SKILLS: Success in this real-time WFM Analyst role requires a blend of sharp analytical skills, proficiency with enterprise WFM platforms (such as NICE IEX, Verint, Aspect, or Genesys), and strong communication under pressure. The ideal candidate must possess high numerical literacy to quickly decipher real-time metrics—such as Average Handle Time (AHT), occupancy, and shrinkage—enabling swift root-cause analysis and data-driven tactical adjustments during unexpected volume surges or staffing deficits. Equally critical are exceptional composure and clear, concise communication, which allow the analyst to collaborate seamlessly with operational leadership, provide immediate guidance to frontline supervisors, and maintain schedule integrity while navigating fast-paced, intraday operational shifts.

ADDITIONAL SKILLS/PROFESSIONAL CHARACTERISTICS: Candidate must have 2 years experience in a WFM role.

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Benefits

VACATION: 2 weeks paid vacation after 1 year of service, 3 weeks after 5 years, and 4 weeks after 15 years.

HOLIDAYS: A minimum of ten paid holidays per year: New Year's Day, Martin Luther King Jr.'s Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, and Christmas Day.

Other Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Weekly day range:

• Monday to Friday

Job Type: Full-time

Pay: $22.13 per hour

Expected hours: 40 per week

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Shift availability: Day/Evening flexibility required

Work Location: Remote, but must reside in El Paso, TX or surrounding area.

Job description

Must have a passion for helping people!

Applications submitted to this posting may be retained and considered for current or future vacancies as business needs evolve.

KECH, Inc. is a HUBZone-certified, Woman Owned Small Business (WOSB) founded by leaders who bring knowledge and experience that span 45+ years of success in IT services, service desk, and contact center. KECH is committed to helping our clients achieve extraordinary customer service, one great interaction at a time. KECH is an equal-opportunity employer. Candidates must be able to attain a federal government clearance. Must be willing to work whatever shift that is assigned between the below hours of operation:  Monday - Sunday:  8:00 AM - 12:00 AM

Responsibilities and Duties

• Provide superior customer service in a contact/call center environment through phone and other channels of correspondence.
• Handle questions and concerns with the highest degree of courtesy and professionalism.
• Communicate and provide accurate answers to resolve end-users' questions and concerns.
• Display empathy, have a passion for customer service excellence, and enjoy helping people.
• Use a tactful manner and ability to effectively deal with difficult situations.
• Maintain knowledge of systems/applications/products serviced by the contact center.
• Ability to follow strict work instructions and procedures.
• Adapt to continual changes to work instructions and procedures.
• Available for a flexible schedule during operation hours.
• Actively participate in training as required.
• Listen to performance feedback and integrate suggestions into your daily tasks.
• Demonstrate a strong attendance record and excellent work ethic.

Qualifications and Skills

• A minimum of 1 year of experience of customer service is required.  1 year in call center setting preferred.
• Effective listening & comprehension skills
• Ability to closely follow instructions
• Outstanding verbal & written communication skills
• Analytical & resourceful problem-solving skills
• Proper telephone etiquette
• High level of accuracy & attention to detail
• Computer literacy, technical aptitude & familiarity with basic office software systems
• Ability to work independently & in a team setting
• Flexibility to work different shifts with the possibility of overtime, when needed

Equal Opportunity Employer/Veterans/Disabled

KECH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. We are committed to creating an inclusive workplace where all employees feel welcome and respected.

Benefits

VACATION: 2 weeks paid vacation after 1 year of service, 3 weeks after 5 years, and 4 weeks after 15 years.

HOLIDAYS: A minimum of ten paid holidays per year: New Year's Day, Martin Luther King Jr.'s Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans' Day, Thanksgiving Day, and Christmas Day.

Weekly day range:

• Monday to Friday
• Weekend availability

Job Type: Full-time

Pay: $18.90 - $22.82 per hour

Expected hours: 40 per week

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

• Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Work Location: Remote, but must physically reside in Williamsburg, KY surrounding area or El Paso, TX