Service Center Tech I

Wichita Tribal Enterprise•Albuquerque, NM

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking a Service Center Technician I to provide Tier I remote IT technical support to government end users in support of a high-priority federal contract proposal for the Bureau of Indian Affairs. The role is an initial point of contact for IT incidents, technical questions, and service requests, resolving routine hardware, software, operating system, peripheral, and basic connectivity issues while providing professional customer service. Support is delivered primarily by telephone, email, and approved remote support tools in a structured Service Center environment. The technician follows established standard operating procedures, troubleshooting scripts, knowledge resources, and escalation protocols. Responsibilities include managing and documenting incidents and service requests in designated IT service management systems, meeting applicable service-level agreements, and escalating complex or unresolved issues with complete troubleshooting notes. The role also supports team knowledge-sharing and continuous improvement, and must follow applicable federal cybersecurity requirements, organizational IT policies, and contractual performance standards, including relevant NIST SP 800-53 and FISMA requirements. Work is primarily in a professional office, Service Center, or approved government support facility, with occasional travel between government facilities or support locations. Depending on assignment, limited field or mixed-environment work may be required. Extended or irregular hours may be necessary for mission-critical operations, technical emergencies, or contract requirements. U.S. citizenship is required, along with the ability to obtain and maintain the required government security clearance and successfully complete required screening and background investigation.

Requirements

High school diploma or GED certificate.
At least six months of computer support, IT technical support, or related experience.
Experience troubleshooting basic computer hardware, software applications, or peripheral equipment.
Familiarity with providing end-user technical assistance in a customer service, help desk, or Service Center environment.
Basic understanding of desktop and laptop hardware, operating systems, software applications, and peripheral equipment.
Familiarity with standalone and networked computer systems and basic network connectivity.
Ability to follow troubleshooting scripts, technical instructions, and structured support procedures.
Familiarity with help desk operations, incident tracking, and technical escalation processes.
Ability to accurately document incidents, troubleshooting activities, and customer interactions.
Strong organizational skills and ability to manage multiple service requests and competing priorities.
Strong verbal and written communication skills, excellent customer service skills, and a professional demeanor.
Ability to explain technical information clearly to users with varying levels of technical knowledge.
Ability to work effectively in a fast-paced, team-oriented Service Center environment.
Willingness to learn new technologies, technical procedures, and support processes.
U.S. citizenship.
Ability to obtain and maintain the government security clearance required by the supported contract.
Successful completion of required pre-employment screening and government background investigation requirements.
Ability to 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.
Ability to support operational requirements and work schedules established by the supported federal contract.
Ability to meet the physical demands described, including prolonged sitting, typing, and computer work; occasional walking, standing, bending, reaching, and lifting; lifting and moving equipment up to 15 pounds, with occasional heavier lifting as required; and visual acuity for computer use and equipment identification.

Nice To Haves

Experience working in an IT Service Desk, technical call center, or customer support environment.
Familiarity with IT service management platforms such as ServiceNow, Remedy, or similar ticketing systems.
Experience supporting Microsoft Windows operating systems and standard office applications.
Experience supporting the Bureau of Indian Affairs, Department of the Interior, or other federal government agencies.
Exposure to enterprise IT environments and structured technical support processes.
Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.
CompTIA A+ or a similar entry-level IT certification.

Responsibilities

Provide Tier I remote technical support to government end users through telephone, email, and approved remote support tools.
Serve as an initial point of contact for IT incidents, technical questions, and service requests.
Diagnose and resolve routine hardware, software, operating system, peripheral equipment, and basic connectivity issues.
Support standalone and networked desktops, laptops, printers, scanners, and associated devices.
Assist users with Microsoft Windows, standard office applications, system access, application functionality, and peripheral equipment.
Guide users through approved troubleshooting procedures and communicate technical information clearly and courteously.
Log, categorize, prioritize, track, and manage incidents and service requests in designated IT service management systems.
Document customer interactions, reported issues, troubleshooting activities, remediation efforts, escalation progress, resolutions, and service request status accurately.
Support collection and documentation of customer satisfaction metrics and technical support performance data.
Process requests in accordance with service-level agreements and Service Center procedures, and maintain technical documentation and knowledge resources.
Follow established SOPs, troubleshooting scripts, technical guidelines, incident workflows, prioritization procedures, and communication protocols.
Escalate unresolved or complex incidents to Tier II or Tier III support teams with complete troubleshooting documentation.
Collaborate with Service Center personnel and technical support teams to support efficient incident resolution and consistent customer service.
Participate in team meetings, technical training, and knowledge-sharing activities; identify recurring issues and communicate trends or concerns to Service Center leadership.
Contribute to troubleshooting guides, knowledge base articles, technical support documentation, and continuous improvement initiatives.
Perform duties in accordance with applicable NIST SP 800-53 controls, FISMA, and federal cybersecurity policies.
Follow approved system access, user authentication, password management, information protection, and acceptable-use procedures.
Identify and report potential cybersecurity incidents, suspicious activities, and unauthorized access attempts according to established procedures.
Protect the confidentiality, integrity, and availability of government information systems and sensitive data.