Desktop Technician - BIA

Wichita Tribal Enterprise•Albuquerque, NM

11d•$50,000 - $54,000•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Desktop Technician III to provide advanced technical support for end-user computing environments supporting federal government operations. The technician installs, configures, maintains, and troubleshoots desktop systems, laptops, mobile devices, network connectivity, and enterprise software applications. The role provides Tier II/III support, resolves complex technical issues, and helps ensure reliable IT systems and equipment. Working independently with minimal supervision, the technician collaborates with end users, technical teams, and government personnel to provide responsive customer support and maintain efficient IT operations. The position supports standard office applications as well as specialized, mission-critical systems. Work must comply with federal cybersecurity requirements, organizational IT policies, and contractual performance standards. The role is primarily based in a professional office or federal government facility, with frequent interaction with government users and technical teams. Occasional travel between facilities or support locations may be required, and limited field or mixed-environment work may apply depending on assignment. Extended or irregular hours may be necessary to support mission-critical operations, system maintenance, or technical emergencies. U.S. citizenship is required, as is the ability to obtain and maintain the applicable federal suitability determination, background investigation, or security clearance.

Requirements

Minimum three years of hands-on technical support experience in an IT environment.
Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field, or an equivalent combination of education and relevant professional experience.
Advanced knowledge of desktop and laptop hardware, mobile devices, printers, scanners, and peripheral equipment.
Strong proficiency installing, configuring, maintaining, and troubleshooting Microsoft Windows operating systems.
Working knowledge of LAN connectivity, servers, network switches, and basic networking protocols.
Experience supporting Microsoft Office Suite, Google Workspace, and enterprise business applications.
Experience supporting desktop systems, laptops, mobile devices, printers, scanners, and related peripheral equipment.
Experience installing, configuring, and troubleshooting computer hardware, software applications, and Windows operating systems.
Experience diagnosing network connectivity issues involving LANs, servers, and network switches.
Experience providing technical assistance and troubleshooting support to end users.
Ability to diagnose and resolve complex hardware, software, operating system, and connectivity issues; perform system imaging, installations, upgrades, and routine maintenance.
Familiarity with enterprise IT environments, incident management processes, and technical escalation procedures.
Strong analytical, organizational, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills, customer service orientation, and professional demeanor.
Ability to manage multiple support requests while meeting performance standards, work independently with minimal supervision, and collaborate with technical teams and government stakeholders.
Ability to prepare and maintain accurate technical documentation and incident resolution records.
U.S. citizenship is required.
Must be able to obtain and maintain any federal suitability determination, background investigation, or government security clearance required by the contract and complete required pre-employment screening.
Must comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and maintain confidentiality of government systems, personnel, technical information, and sensitive program data.
Must be able to support operational requirements and work schedules established by the supported federal contract.

Nice To Haves

Experience supporting GIS, AutoCAD, or other specialized technical applications.
Experience working in enterprise IT environments and using remote support tools.
Experience with IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.
Experience supporting the Department of the Interior, other federal government agencies, or large enterprise organizations.
Familiarity with NIST SP 800-53, FISMA, and federal information security requirements.
Experience with system imaging tools, endpoint management platforms, IT asset management systems, and software deployment solutions.
Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft technical certifications.

Responsibilities

Provide advanced Tier II/III support for desktops, laptops, mobile devices, printers, scanners, and peripheral equipment.
Install, configure, maintain, and troubleshoot computer hardware, operating systems, and enterprise software applications, including Microsoft Windows.
Diagnose and resolve network connectivity issues involving LANs, servers, network switches, and related infrastructure.
Perform root cause analysis and corrective actions for recurring technical problems.
Support Microsoft Office Suite, Google Workspace, Gmail, specialized applications such as GIS and AutoCAD, and other mission-critical software.
Assist users with application installation, configuration, functionality, system access, training, and technical guidance.
Perform system imaging, software installations, deployments, upgrades, patch management, hardware replacements, and endpoint lifecycle maintenance.
Verify system functionality and performance following installation, upgrades, and maintenance; support approved configurations, security updates, and vulnerability remediation.
Document incidents, service requests, troubleshooting activities, resolutions, and corrective actions in designated service management systems; categorize and prioritize work in accordance with SLAs.
Escalate unresolved or complex issues to network, systems administration, or cybersecurity teams and collaborate on incident resolution.
Develop and maintain troubleshooting guides, technical documentation, and knowledge base articles; contribute to standardized procedures and workflows.
Follow NIST SP 800-53, FISMA, federal cybersecurity policies, and approved procedures for system access, endpoint security, configuration management, and vulnerability remediation.
Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities while protecting government information systems and sensitive data.
Identify and support improvements to support workflows, incident resolution, operational efficiency, service quality, and customer satisfaction.
Comply with government, contractual, and company requirements, and support schedules established by the federal contract.