Service Center Tech I

Wichita Tribal Enterprise•Albuquerque, NM

3d•$42,000 - $48,000•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking Service Center Technician I candidates to support a high-priority federal contract proposal for the Bureau of Indian Affairs (BIA). The position provides Tier I remote IT technical support to government end users, helping resolve routine hardware, software, operating system, peripheral, and basic connectivity issues. Technicians serve as an initial point of contact for incidents and service requests and are expected to provide timely, professional support while maintaining customer satisfaction. The role operates within a structured Service Center environment and follows established standard operating procedures, troubleshooting scripts, knowledge resources, and escalation protocols. Work includes managing and documenting tickets, resolving routine problems, escalating unresolved or complex incidents, collaborating with other support personnel, and contributing to support documentation and continuous improvement. Duties must comply with applicable federal cybersecurity requirements, organizational IT policies, and contractual performance standards, including relevant NIST SP 800-53 and FISMA requirements. Work is primarily conducted in a professional office, Service Center, or approved government support facility, with technical assistance delivered remotely by telephone, email, and approved remote support tools. Occasional travel to government facilities or support locations, limited field or mixed-environment work, and extended or irregular hours may be required to meet mission and contract needs. Applicants must be U.S. citizens and able to obtain and maintain the government security clearance required by the supported contract, as well as complete applicable screening and background investigation requirements.

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 troubleshoot routine hardware, software, and peripheral issues.
Basic knowledge of Microsoft Windows operating systems and standard office applications.
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 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, procedures, and support processes.
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 federal cybersecurity, government, contractual, and company requirements and maintain confidentiality.
Ability to support operational requirements and work schedules established by the supported federal contract.

Nice To Haves

Experience 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, application, and basic connectivity issues.
Support standalone and networked systems, including desktops, laptops, printers, scanners, and associated devices.
Assist users with Microsoft Windows, standard office applications, system access, and basic connectivity.
Guide users through established troubleshooting procedures and communicate clear instructions professionally.
Log, categorize, prioritize, track, and manage incidents and service requests in designated IT service management systems.
Document customer interactions, issues, troubleshooting activities, resolutions, escalation activity, and service request status accurately.
Process service requests in accordance with established SLAs and Service Center procedures, and support collection of customer satisfaction and performance data.
Maintain technical documentation and contribute to knowledge resources, troubleshooting guides, and knowledge base articles.
Follow Service Center SOPs, scripts, technical guidelines, incident workflows, prioritization procedures, and escalation protocols.
Escalate unresolved or complex issues to Tier II or Tier III support with complete troubleshooting documentation.
Collaborate with Service Center personnel and technical support teams; participate in team meetings, training, and knowledge sharing.
Identify recurring technical issues and communicate trends or concerns to Service Center leadership.
Support continuous improvement initiatives for Service Center efficiency, support quality, and customer satisfaction.
Perform duties in accordance with NIST SP 800-53 controls, FISMA, and applicable federal cybersecurity policies.
Follow approved procedures for system access, authentication, password management, secure information handling, and acceptable use.
Identify and report potential cybersecurity incidents, suspicious activity, and unauthorized access attempts.
Protect the confidentiality, integrity, and availability of government information systems and sensitive data.
Comply with government, contractual, and company policies and support operational requirements and schedules established by the federal contract.