Service Center Tech II

Job Summary

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking Service Center Technician II candidates to support the Bureau of Indian Affairs (BIA). This role provides Tier II technical support to a broad internal user base, resolving moderately complex IT issues and ensuring effective service delivery across the organization.

The Service Center Technician II is responsible for troubleshooting hardware and software issues, managing service requests, maintaining asset accountability, and supporting operational coordination activities such as scheduling and reporting. This position operates within a structured Service Center environment and plays a key role in maintaining customer satisfaction and IT service efficiency.

NIST SP 800-53 Compliance Requirement

All personnel must operate within the NIST SP 800-53 framework developed by the National Institute of Standards and Technology, ensuring compliance with federal cybersecurity requirements, including the Federal Information Security Modernization Act. This includes adherence to technical, operational, and management security controls.

Key Responsibilities

Technical Support & Issue Resolution

• Provide Tier II technical support for end users, resolving moderately complex hardware and software issues
• Troubleshoot standalone and networked systems, including associated peripheral devices
• Support desktops, laptops, printers, scanners, and related hardware

Service Management & Documentation

• Manage, track, and document incidents, service requests, and resolutions in a structured ticketing system
• Ensure accurate documentation of remediation efforts and customer satisfaction metrics
• Escalate complex technical issues to higher-level support teams as necessary

Asset Management & Reporting

• Serve as a primary point of accountability for IT hardware assets, including tracking and reporting
• Generate reports on technical support activity, property accountability, and scheduled events

Operational Support & Coordination

• Maintain and coordinate meeting, training, and conference room schedules
• Provide technical support for conference rooms and scheduled events, ensuring equipment readiness

Process Improvement & Customer Service

• Maintain professional and effective communication with customers and internal stakeholders
• Support continuous improvement of Service Center processes and procedures
• Deliver high-quality customer service and support experiences

Required Qualifications

• U.S. Citizenship required
• Must have the ability to obtain and maintain a government security clearance
• High School Diploma or GED
• Minimum of 2 years of computer support experience

Technical Knowledge:

• Standalone and networked computer systems
• Peripheral devices (printers, scanners, etc.)
• Troubleshooting common hardware and software issues

Core Competencies:

• Strong organizational and documentation skills
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Strong verbal and written communication skills
• Customer-focused mindset with a professional demeanor

Preferred Qualifications

• Experience in computer system or network support environments
• Experience as a Hardware PC Technician
• Experience in a Service Desk or call center environment
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
• Experience supporting federal or enterprise IT environments
• Relevant certifications:
  • CompTIA A
  • CompTIA Network
  • Microsoft certifications

Physical Demands – IT / Office Role

This position is primarily office-based and requires prolonged periods of sitting, typing, and working on a computer. Occasional walking, standing, bending, and reaching may be required.

• Ability to lift up to 15 pounds (occasionally more)
• Visual acuity including close, distance, and color vision required
• Ability to communicate effectively in a professional office environment
• Occasional travel and extended hours may be required

Physical Demands – Construction / Field Role

This role may include work in field or mixed environments depending on assignment.

• Frequent walking, standing, climbing, and working on uneven terrain
• Ability to use ladders, scaffolding, and wear required PPE
• Ability to lift up to 50 pounds
• Ability to communicate effectively in active environments
• Travel and extended/irregular hours may be required

Equal Employment Opportunity Statement

Quivera Enterprises LLC and its subsidiaries are a 100% tribally owned, 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.