Service Center Tech III

Wichita Tribal Enterprise•Albuquerque, NM

3d•$52,000 - $60,000•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 for the Department of the Interior / Indian Affairs (DOI/IA) user community. The role provides Tier III support by diagnosing and resolving complex hardware, software, operating system, and network issues in enterprise IT environments. As a senior escalation resource, the technician performs advanced troubleshooting, investigates recurring problems, and resolves incidents in accordance with established service-level agreements (SLAs). Working independently with minimal supervision, the technician collaborates with Service Center leadership, Federal Functional Leads, and cross-functional IT teams. The role provides technical guidance to Tier I and Tier II technicians and contributes to knowledge sharing, process improvements, and service delivery enhancements. Work must comply with federal cybersecurity requirements, organizational IT policies, and contractual performance standards. The position is primarily performed 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 may be required, and limited field or mixed-environment work may be required depending on assignment. Extended or irregular hours may be necessary for mission-critical operations, technical emergencies, or scheduled maintenance. The position requires U.S. citizenship, the ability to obtain and maintain the government security clearance required by the supported contract, and successful completion of required pre-employment screening and background investigation. The employee must protect confidential government and program information and follow applicable government, contractual, and company policies.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or a relevant technical certification or equivalent combination of education and experience.
At least three 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.
Working knowledge of networking fundamentals, network connectivity, and email systems and 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 and a strong customer service orientation.
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 to successfully complete required pre-employment screening and government background investigation.
Ability to comply with federal cybersecurity, confidentiality, government, contractual, and company requirements.
Ability to support operational requirements and work schedules established by the supported federal contract.

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 technical support for complex and escalated IT incidents and service requests.
Diagnose, troubleshoot, and resolve advanced hardware, software, operating system, network connectivity, email, and enterprise application issues.
Support standalone and networked computer systems, including LANs, WANs, multi-server systems, and associated network infrastructure.
Serve as a technical escalation resource and provide guidance, mentoring, and troubleshooting assistance to Tier I and Tier II technicians.
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, and document incidents, service requests, remediation activities, and technical resolutions in designated IT service management systems.
Ensure incidents and service requests are categorized, prioritized, escalated, and resolved in accordance with established SLAs.
Analyze operational issues affecting Service Center performance and monitor incident trends and service metrics to identify improvement opportunities.
Maintain accurate technical documentation, troubleshooting records, and incident resolution information.
Assist Service Center leadership with operational reporting, workload management, service delivery, and prioritization of support assignments.
Participate in technical discussions, knowledge-sharing activities, and operational coordination meetings.
Promote consistent technical support practices and professional customer service standards.
Comply with IT policies, SOPs, technical standards, contractual requirements, 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 through established procedures.
Develop and maintain troubleshooting guides, knowledge base articles, and technical support documentation.
Recommend improvements to Service Center workflows, incident management processes, and operational procedures.
Communicate incident status, troubleshooting progress, and expected resolution activities to government personnel, end users, leadership, and technical teams.
Explain technical issues and solutions appropriately to technical and nontechnical audiences, provide courteous customer support, and escalate unresolved issues through appropriate channels.