Service Center Tech II

Wichita Tribal Enterprise•Albuquerque, NM

1d•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician II to provide Tier II technical support to the Bureau of Indian Affairs (BIA) user community. The role diagnoses and resolves moderately complex hardware, software, peripheral, and system issues; supports standalone and networked computers; maintains IT asset accountability; and assists with Service Center scheduling, reporting, and technical coordination. The technician works with technical teams, government personnel, and end users in a structured Service Center environment to maintain efficient IT operations, customer satisfaction, and established service-level agreements. The position follows applicable federal cybersecurity requirements, organizational IT policies, contractual performance standards, and Service Center procedures. Work is primarily performed in a professional office or federal government facility, with frequent interaction with end users and federal stakeholders. Occasional travel between facilities may be required; depending on assignment, limited field or mixed-environment work may occur. Extended or irregular hours may be necessary to support mission-critical operations, scheduled events, or technical emergencies. Applicants must be U.S. citizens and able to obtain and maintain the government security clearance required by the contract. Required pre-employment screening and government background investigation must be completed successfully. The role also requires maintaining confidentiality of government systems and sensitive information and complying with government, contractual, and company policies.

Requirements

High school diploma or GED certificate.
At least two years of professional computer support or IT technical support experience.
Experience troubleshooting computer hardware, software applications, and peripheral equipment.
Experience supporting standalone and networked computer systems.
Experience providing technical assistance to end users in a customer-service or IT-support environment.
Working knowledge of desktop support, computer hardware, software applications, and peripheral equipment.
Understanding of standalone and networked computer systems and basic network connectivity.
Ability to troubleshoot common hardware, software, operating system, and peripheral-device issues.
Familiarity with Microsoft Windows operating systems and standard office applications.
Ability to accurately document technical incidents, service requests, and resolutions.
Strong organizational skills and ability to maintain accurate equipment inventory and property-accountability records.
Ability to manage multiple assignments and prioritize competing service requests in a fast-paced environment.
Familiarity with Service Center operations, incident management practices, and technical escalation procedures.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills, strong customer-service orientation, and professional demeanor.
Ability to work independently on assigned tasks and collaborate effectively with technical teams and government stakeholders.
U.S. citizenship.
Ability to obtain and maintain the government security clearance required by the supported contract and successfully complete pre-employment screening and government background investigation requirements.
Ability to comply with federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and protect confidential government and program information.
Ability to support operational requirements and work schedules established by the supported federal contract.
Ability to meet the stated physical demands, including prolonged computer work and occasional movement and lifting of equipment up to 15 pounds, with occasional heavier lifting as required.

Nice To Haves

Experience supporting computer systems or networked IT environments.
Previous experience as a Hardware PC Technician or Desktop Support Technician.
Experience in an IT Service Desk, Service Center, or technical call center environment.
Experience using IT service management platforms such as ServiceNow, Remedy, or similar ticketing systems.
Experience supporting the Bureau of Indian Affairs, Department of the Interior, or other federal government agencies.
Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements.
Experience with IT asset management, equipment inventory, and property-accountability reporting.
CompTIA A+ certification.
CompTIA Network+ certification.
Microsoft technical certifications.

Responsibilities

Provide Tier II support and resolve moderately complex hardware, software, operating system, peripheral, and system issues for end users.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and related equipment; support Microsoft Windows and standard enterprise applications.
Troubleshoot common network connectivity issues and coordinate with other technical teams when advanced support is needed.
Assist users with system access, application functionality, equipment configuration, and general IT troubleshooting; escalate unresolved issues to Tier III, systems administration, network, or cybersecurity teams as appropriate.
Follow up on support issues and communicate status and resolutions to users and Service Center leadership.
Record, categorize, prioritize, track, and document incidents, service requests, troubleshooting activities, and resolutions in designated IT service management systems in accordance with SLAs and escalation workflows.
Maintain technical records, troubleshooting documentation, knowledge resources, and service request status updates.
Support the collection and reporting of customer satisfaction measures and technical support performance data.
Maintain accountability and accurate records for assigned IT assets, equipment assignments, inventory changes, replacements, and disposition activities.
Generate reports on technical support, inventory, property accountability, and scheduled operational events; assist with hardware deployment, recovery, inventory reconciliation, and asset tracking.
Identify discrepancies in equipment records and coordinate corrective actions.
Coordinate meeting, training, and conference room schedules as assigned and provide technical support for meetings, training, conferences, and scheduled events.
Check audiovisual equipment, computers, presentation systems, and related technology for operational readiness; troubleshoot equipment and connectivity issues.
Coordinate with government personnel, Service Center leadership, and technical teams to support scheduled events and operational needs.
Deliver professional, responsive, customer-focused support and communicate clearly about incidents, troubleshooting, and service request outcomes.
Follow Service Center SOPs, technical standards, and customer service requirements; identify recurring issues and recommend improvements to procedures and workflows.
Contribute to knowledge-base development, process improvement, and operational efficiency; collaborate with technicians and technical teams and participate in training, knowledge-sharing, and operational meetings.
Perform assigned duties in accordance with NIST SP 800-53 security and privacy controls, FISMA, and applicable federal cybersecurity policies.
Follow procedures for system access, authentication, endpoint protection, and secure handling of government information; assist with approved updates, patches, and configuration changes.
Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized system activity, and help maintain the confidentiality, integrity, and availability of government systems and sensitive data.