Service Center Tech III

Wichita Tribal Enterprise•Albuquerque, NM

2d•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician III to provide advanced technical support to the Department of the Interior / Indian Affairs (DOI/IA) user community. This senior escalation role provides Tier III support for complex hardware, software, operating system, and network issues in enterprise IT environments. The technician independently diagnoses and resolves incidents, analyzes recurring problems, and works toward timely resolution in accordance with service-level agreements (SLAs). The role collaborates with Service Center leadership, Federal Functional Leads, and cross-functional IT teams, guides Tier I and Tier II technicians, and contributes to service improvements and knowledge sharing. Work must comply with federal cybersecurity requirements, organizational IT policies, and contractual performance standards. The role supports standalone and networked systems, including LAN and WAN environments, Microsoft Windows, email systems, enterprise applications, multi-server systems, and network infrastructure. It includes managing and documenting incidents and service requests in IT service management systems, monitoring trends and performance, maintaining technical records, assisting with operational reporting and workload coordination, and providing technical mentoring and customer support. The technician follows applicable policies, standard operating procedures, technical standards, and contract requirements, including assigned NIST SP 800-53 controls and FISMA requirements. Responsibilities include following approved security and configuration procedures, reporting potential cybersecurity incidents or vulnerabilities, maintaining knowledge resources, and recommending workflow and process improvements. Work is primarily in a professional office or federal government facility, with frequent interaction with end users, technical teams, and federal stakeholders. Occasional travel between facilities or support locations may be required; limited field or mixed-environment work may apply depending on assignment. Extended or irregular hours may be necessary for mission-critical operations, emergencies, or scheduled maintenance. U.S. citizenship is required, as is the ability to obtain and maintain the government clearance required by the contract and complete required screening and background investigation. The employee must maintain confidentiality and comply with applicable government, contractual, and company requirements.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or relevant technical certification or an equivalent combination of education and experience.
At least 3 years of professional computer support or IT technical support experience.
Experience troubleshooting hardware, software, operating systems, and network connectivity issues.
Experience supporting standalone and networked computer systems in an IT support environment.
Experience resolving complex technical incidents and escalated service requests.
Experience supporting Microsoft Windows operating systems and enterprise applications.
Advanced knowledge of desktop support, computer hardware, software applications, and operating systems.
Strong understanding of standalone and networked computer systems, including LAN and WAN environments.
Proficiency troubleshooting Microsoft Windows operating systems and enterprise IT applications.
Working knowledge of networking fundamentals, network connectivity, email systems, and email standards.
Ability to diagnose, analyze, and resolve complex technical issues using advanced troubleshooting techniques.
Familiarity with IT service management practices, incident tracking, escalation procedures, and SLA requirements.
Ability to independently manage technical support assignments and prioritize competing service requests.
Strong analytical, organizational, problem-solving, and decision-making skills.
Excellent written and verbal communication skills, with the ability to explain technical issues and solutions to technical and nontechnical audiences.
Strong customer service orientation and professional demeanor.
Ability to work independently with minimal supervision and collaborate effectively with technical teams and government stakeholders.
Ability to prepare and maintain accurate technical documentation and incident resolution records.
U.S. citizenship.
Ability to obtain and maintain the government security clearance required by the supported contract and successfully complete required pre-employment screening and government background investigation.
Ability to comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and applicable government, contractual, and company policies and procedures.
Ability to maintain confidentiality and support operational requirements and work schedules established by the supported federal contract.
Ability to meet the physical demands of the role, including prolonged sitting, typing, and computer use; occasional walking, standing, bending, reaching, and lifting; lifting equipment up to 15 pounds and occasional heavier lifting; and visual acuity for computer use, troubleshooting, and equipment identification.

Nice To Haves

Experience supporting IT Service Centers in multi-server or large enterprise environments.
Experience providing advanced Tier III technical support and resolving escalated incidents.
Experience using IT service management platforms such as ServiceNow, Remedy, or similar ticketing systems.
Experience supporting the Department of the Interior, Indian Affairs, or other federal government agencies.
Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.
Experience mentoring or providing technical guidance to Tier I and Tier II support personnel.
Experience contributing to process improvement, operational efficiency, and knowledge management initiatives.
Relevant industry certifications, including CompTIA A+, CompTIA Network+, CompTIA Security+, or Microsoft technical certifications.

Responsibilities

Provide advanced Tier III support for complex and escalated incidents and service requests.
Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues.
Support standalone and networked computer systems, including LAN and WAN environments, enterprise applications, email systems, multi-server systems, and network infrastructure.
Serve as a technical escalation resource for Tier I and Tier II technicians and provide them with guidance and mentoring.
Analyze recurring incidents to identify root causes and implement corrective actions.
Coordinate with network, systems administration, cybersecurity, and other technical teams to resolve issues requiring specialized expertise.
Manage, track, categorize, prioritize, escalate, and document incidents, service requests, remediation activities, and resolutions in designated IT service management systems in accordance with SLAs.
Independently analyze and resolve operational issues affecting Service Center performance and support delivery.
Monitor incident trends, recurring issues, and service performance metrics to identify improvement opportunities.
Maintain accurate technical documentation, troubleshooting records, and incident resolution information.
Assist Service Center leadership with operational reporting, workload management, support assignments, and service delivery activities.
Collaborate with Service Center leadership, Federal Functional Leads, cross-functional IT teams, and government stakeholders to coordinate support and incident resolution.
Participate in technical discussions, knowledge-sharing activities, and operational coordination meetings; share expertise, procedures, and lessons learned.
Promote consistent technical support practices and professional customer service standards.
Comply with IT policies, SOPs, technical standards, contractual requirements, assigned NIST SP 800-53 controls, FISMA, and applicable federal cybersecurity policies.
Follow approved procedures for system access, endpoint security, configuration management, and vulnerability remediation; identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities.
Contribute to continuous improvement initiatives and develop or maintain troubleshooting guides, knowledge base articles, and technical support documentation.
Recommend improvements to workflows, incident management processes, and operational procedures.
Communicate incident status, troubleshooting progress, and expected resolution activities clearly and professionally to technical and nontechnical audiences.
Provide responsive and courteous customer support, and escalate unresolved issues and operational concerns through appropriate channels.
Maintain confidentiality regarding government systems, personnel, technical information, and sensitive program data.
Support contract-established operational requirements and schedules.