Service Center Tech I

Job Description Job Description Job Summary Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, 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, 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 maintaining a high level of customer satisfaction. This position operates in a structured Service Center environment and follows established procedures, scripts, and escalation protocols.
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 & Customer Service Provide Tier I technical support via phone, email, or remote tools
Troubleshoot basic hardware, software, and peripheral issues
Support standalone and networked computer systems and associated devices
Service Management & Documentation Log, track, and manage incidents and service requests in a ticketing system
Document troubleshooting steps, resolutions, and customer interactions
Maintain accurate records of issues, remediation actions, and customer satisfaction metrics
Process Adherence & Escalation Follow established Service Center procedures, scripts, and workflows
Escalate complex or unresolved issues to Tier II/III support teams
Ensure compliance with service level expectations (SLAs)
Team Support & Continuous Improvement Maintain professionalism and high-quality customer service in all interactions
Contribute to a positive, team-oriented environment
Support continuous improvement initiatives and knowledge sharing
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 6 months of computer support experience
Technical Knowledge:
Basic understanding of standalone and networked computer systems
Familiarity with peripheral devices (printers, scanners, etc.)
Exposure to troubleshooting common IT issues in a help desk or Service Center environment
Core Competencies:
Strong verbal and written communication skills
Ability to follow established procedures and 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 IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
Exposure to Microsoft Windows operating systems and office applications
Experience supporting federal or enterprise IT environments
CompTIA A+ or similar entry-level IT certification
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.