Service Center Tech III

Job Summary

Wichita Tribal Enterprises, A Quivera Enterprises subsidiary, is seeking Service Center Technician III candidates to support the Department of the Interior / Indian Affairs (DOI/IA) user base. This role provides advanced Tier III technical support, resolving the most complex IT issues across enterprise environments.

The Service Center Technician III is responsible for troubleshooting escalated technical problems, performing in-depth analysis, and ensuring timely resolution of incidents while maintaining high levels of customer satisfaction. This position operates with a high degree of independence and plays a key role in supporting Service Center operations, process improvement, and technical leadership.

Key Responsibilities

• Provide Tier III technical support for complex and escalated IT issues across the user base
• Troubleshoot and support standalone and networked computer systems, including LAN/WAN environments
• Diagnose and resolve advanced hardware, software, and network-related issues
• Manage, track, and document incidents, remediation efforts, and customer satisfaction metrics using a structured ticketing system
• Independently analyze and resolve operational issues impacting Service Center performance
• Support enterprise environments, including multi-server systems and network infrastructure
• Assist Service Center leadership and Government stakeholders in prioritizing tasks, workflows, and support activities
• Provide guidance and mentorship to Tier I and Tier II technicians as needed
• Ensure adherence to established Service Center processes, procedures, and service level expectations
• Contribute to continuous improvement initiatives, including process optimization and knowledge sharing
• Maintain clear, professional communication with both technical and non-technical stakeholders

Required Qualifications

• Associate degree or Certificate from a technical training institute, or equivalent combination of education and experience
• Minimum of three (3) years of computer support experience
• Must be a U.S. Citizen
• Must have the ability to obtain and maintain a government security clearance
• Familiarity with:
  • Standalone and networked computer systems
  • Local Area Networks (LAN) and Wide Area Networks (WAN)
• Strong working knowledge of PC operating systems (e.g., Windows)
• Understanding of networking fundamentals and email systems/standards
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work independently with minimal supervision
• Strong customer service orientation and professional demeanor

Preferred Qualifications

• At least three (3) years of specialized experience supporting a Service Center in a multi-server environment
• Experience handling escalated or complex technical support issues in enterprise environments
• Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Remedy)
• Experience supporting DOI, federal, or large enterprise environments
• Relevant certifications such as CompTIA A , Network , Security , or Microsoft certifications
• Experience contributing to process improvement and operational efficiency initiatives

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 protected veteran.