Service Center Tech I

Job Summary

Wichita Tribal Enterprises, A Quivera Enterprises subsidiary, is seeking Service Center Technician I candidates to support a high-priority proposal for the Bureau of Indian Affairs (BIA). This role provides Tier I remote IT support services from Albuquerque, New Mexico, assisting end users with basic technical issues and service requests.

The Service Center Technician I is responsible for delivering responsive customer support, documenting incidents, and resolving routine technical issues while ensuring a high level of customer satisfaction. This position operates in a structured Service Center environment and follows established procedures, scripts, and escalation protocols.

Key Responsibilities

• Provide Tier I technical support for end users via phone, email, or remote tools
• Troubleshoot basic hardware, software, and peripheral issues
• Support standalone and networked computer systems and associated devices
• Log, track, and manage incidents and service requests using a ticketing system
• Document troubleshooting steps, resolutions, and customer interactions
• Maintain accurate records of customer support issues, remediation actions, and satisfaction metrics
• Follow established procedures, scripts, and Service Center workflows
• Escalate more complex issues to Tier II/III support teams as appropriate
• Maintain a high level of professionalism and customer service in all interactions
• Contribute to a positive team environment and support continuous improvement efforts

Required Qualifications

• High School Diploma or GED
• Must be a U.S. Citizen
• Must have the ability to obtain and maintain a government security clearance
• Minimum of six (6) months of computer support experience
• Basic understanding of:
  • Standalone and networked computer systems
  • Peripheral devices (printers, scanners, etc.)
• Familiarity with troubleshooting common IT issues in a help desk or Service Center environment
• Strong communication skills (verbal and written)
• Ability to follow established procedures and work within structured processes
• Strong customer service orientation and professional demeanor
• Ability to work in a fast-paced, team-oriented environment

Preferred Qualifications

• Experience in a call center or IT Service Desk environment
• Familiarity with ticketing systems (e.g., ServiceNow, Remedy, or similar)
• Exposure to Microsoft Windows operating systems and basic office applications
• Experience supporting federal or enterprise IT environments
• CompTIA A or similar entry-level IT certification

Equal Employment Opportunity Statement

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Business. Quivera Enterprises LLC and its subsidiaries are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or