Service Center Tech II

Wichita Tribal Enterprise•Albuquerque, NM

3d•$50,000 - $53,000•Onsite

About The Position

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician II to provide technical support to the Bureau of Indian Affairs (BIA) user community. The role delivers Tier II support by diagnosing and resolving moderately complex hardware, software, peripheral, and system issues. It 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 meet service-level agreements and maintain effective IT operations and customer satisfaction. Work must comply with applicable federal cybersecurity requirements, organizational IT policies, and contractual performance standards. The role also supports meetings, training sessions, conference rooms, and scheduled events, including checking audiovisual and computer equipment for readiness and troubleshooting problems. It includes documenting and tracking incidents, requests, assets, and operational activity; communicating status to users and leadership; and contributing to knowledge resources and process improvements. The technician follows applicable NIST SP 800-53 controls, FISMA and other federal cybersecurity policies, and procedures for access, authentication, endpoint protection, updates, and secure handling of government information. Work is primarily in a professional office or federal government facility, with frequent interaction with end users, Service Center personnel, technical teams, and federal stakeholders. Occasional travel between government facilities or support locations, limited field or mixed-environment work, and extended or irregular hours may be required to support mission-critical operations, scheduled events, or emergencies. U.S. citizenship is required, as is the ability to obtain and maintain the government security clearance required by the contract and to complete required screening and background investigation. The role requires prolonged computer work, occasional walking, standing, bending, reaching, and lifting, and the ability to lift equipment weighing up to 15 pounds, with occasional heavier lifting as required.

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 resolution activities.
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, and technical escalation procedures.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills and a strong customer-service orientation.
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 applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA, and maintain confidentiality of government information.
Ability to support operational requirements and work schedules established by the supported federal contract.
Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting as required.
Visual acuity sufficient for computer use, technical troubleshooting, and equipment identification, including close, distance, and color vision.
Ability to communicate effectively in a professional office environment.

Nice To Haves

Experience supporting computer systems or networked IT environments.
Previous experience as a Hardware PC Technician or Desktop Support Technician.
Experience working in an IT Service Desk, Service Center, or technical call center environment.
Experience using IT service management platforms, including 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 technical support, troubleshooting and resolving moderately complex hardware, software, operating system, peripheral, and system issues.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and related equipment.
Support Microsoft Windows, standard enterprise applications, user access, and basic network connectivity; coordinate with technical teams or escalate issues when needed.
Follow up on technical issues to ensure timely resolution and customer service expectations are met.
Record, categorize, prioritize, track, and document incidents and service requests in designated IT service management systems in accordance with SLAs and established workflows.
Provide status updates to end users and Service Center leadership, and maintain technical records, troubleshooting documentation, and knowledge resources.
Support collection and reporting of customer satisfaction metrics and technical support performance data.
Maintain accountability and accurate records for IT hardware, assignments, inventory changes, replacements, disposition, and property accountability.
Assist with hardware deployment and recovery, inventory reconciliation, asset tracking, and correction of equipment record discrepancies.
Generate reports on support activity, equipment inventory, property accountability, and scheduled operational events.
Coordinate meeting, training, and conference room schedules as assigned; provide technical support for meetings and scheduled events.
Verify audiovisual, computer, and presentation equipment readiness, and troubleshoot room equipment and connectivity issues.
Coordinate with government personnel, Service Center leadership, and technical teams on events and operational requirements; assist with administrative, scheduling, and reporting activities.
Provide professional, responsive, customer-focused support and communicate clearly about incident status and resolutions.
Follow Service Center SOPs, technical standards, customer service requirements, escalation procedures, and incident management workflows.
Identify recurring issues and recommend improvements to troubleshooting procedures, support workflows, knowledge resources, and operational efficiency.
Collaborate with technicians and technical teams and participate in training, knowledge-sharing activities, and operational meetings as required.
Perform duties in accordance with NIST SP 800-53 controls, FISMA, and applicable federal cybersecurity policies.
Follow procedures for system access, authentication, endpoint protection, secure handling of government information, approved updates, patches, and configuration changes.
Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized system activity; help protect the confidentiality, integrity, and availability of government systems and sensitive data.
Maintain confidentiality regarding government systems, personnel, technical information, and sensitive program data, and comply with applicable government, contractual, and company policies.