Desktop Technician - BIA

Job Description

Job Description

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Desktop Technician III to provide advanced technical support for end-user computing environments supporting federal government operations.

The Desktop Technician III is responsible for the installation, configuration, maintenance, and troubleshooting of desktop systems, laptops, mobile devices, network connectivity, and enterprise software applications. This position provides Tier II/III technical support, resolves complex technical issues, and ensures the reliable operation of IT systems and equipment.

The successful candidate will demonstrate strong technical troubleshooting capabilities, exceptional customer service, and the ability to work independently with minimal supervision in a fast-paced, mission-driven environment. All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established service-level agreements (SLAs).

• Provide Tier II/III technical support for desktops, laptops, mobile devices, printers, scanners, and associated peripherals.

• Install, configure, maintain, and troubleshoot computer hardware, operating systems, and enterprise software applications.

• Support and maintain Microsoft Windows operating systems within enterprise IT environments.

• Diagnose and resolve network connectivity issues involving Local Area Networks (LANs), servers, network switches, and related infrastructure.

• Provide technical assistance for Microsoft Office Suite, Google Workspace, Gmail, and other standard business applications.

• Support specialized applications, including Geographic Information Systems (GIS), AutoCAD, and other mission-critical software.

• Perform system imaging, software installations, deployments, upgrades, patch management, and hardware replacements.

• Troubleshoot complex technical issues, identify root causes, and implement appropriate corrective actions.

• Document technical incidents, service requests, troubleshooting activities, and resolutions within designated IT ticketing systems.

• Monitor and respond to assigned service requests in accordance with established SLAs and performance standards.

• Escalate unresolved technical issues and collaborate with network, systems administration, cybersecurity, and other IT support teams.

• Ensure IT systems and support activities comply with organizational cybersecurity policies, federal security requirements, and applicable technical standards.

• Provide technical guidance, end-user training, and assistance with IT systems, applications, and best practices.

• Maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.

• Assist with IT asset management, equipment inventory, hardware deployment, and lifecycle replacement activities.

• Identify opportunities for process improvements, standardization, and increased efficiency in technical support operations.

• Perform all assigned duties in accordance with applicable National Institute of Standards and Technology (NIST) Special Publication 800-53 security and privacy controls.

• Support compliance with the Federal Information Security Modernization Act (FISMA) and applicable federal cybersecurity policies.

• Follow established security procedures for system access, authentication, endpoint protection, configuration management, and vulnerability remediation.

• Assist with implementing security updates, patches, and approved system configurations.

• Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized system activities in accordance with established procedures.

• Maintain the confidentiality, integrity, and availability of government information systems and sensitive data.

• Strong technical knowledge of desktop and laptop hardware, mobile devices, printers, scanners, and peripheral equipment.

• Proficiency in installing, configuring, maintaining, and troubleshooting Microsoft Windows operating systems.

• Working knowledge of LAN connectivity, network troubleshooting, servers, switches, and basic networking protocols.

• Experience supporting Microsoft Office Suite, Google Workspace, and enterprise business applications.

• Ability to diagnose and resolve complex hardware, software, and connectivity issues.

• Familiarity with IT service management practices, incident tracking, and service-level requirements.

• Ability to prioritize multiple technical support requests while maintaining established performance standards.

• Strong analytical, organizational, problem-solving, and technical documentation skills.

• Excellent verbal and written communication skills with a customer-service-oriented approach.

• Ability to work independently with minimal supervision and collaborate effectively with technical teams and government personnel.

Education:

- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or equivalent relevant experience.

Experience:

• Minimum of three (3) years of hands-on technical support experience in an enterprise IT environment.

• Experience supporting desktop systems, laptops, mobile devices, printers, scanners, and related peripherals.

• Experience installing, configuring, and troubleshooting computer hardware, software, and Microsoft Windows operating systems.

• Experience diagnosing network connectivity issues involving LANs, servers, and network switches.

• Experience supporting Microsoft Office Suite and Google Workspace applications.

Preferred Qualifications:

• Experience supporting GIS, AutoCAD, or other specialized technical applications.

• Experience working in federal government, Department of the Interior (DOI), or other regulated IT environments.

• Familiarity with NIST SP 800-53, FISMA, and federal information security requirements.

• Experience with enterprise ticketing systems, remote support tools, and IT service management processes.

• Experience with system imaging, endpoint management, IT asset management, and software deployment solutions.

• Relevant industry certifications, including CompTIA A+, Network+, Security+, or Microsoft certifications.

• Work is primarily performed in a professional office or federal government facility.

• The position involves frequent interaction with end users, technical teams, and government personnel.

• Work may require travel between facilities or support locations.

• The position may occasionally require work in field or construction environments with varying environmental conditions.

• Extended or irregular work hours may be required to support mission-critical operations, system maintenance, or technical emergencies.

• U.S. Citizenship Required.

• Must have the ability to obtain and maintain the required federal suitability determination, background investigation, or government security clearance, as applicable to the supported contract.

• Must successfully complete all required pre-employment and government screening requirements.

• Must comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA.

• Must maintain confidentiality regarding government systems, personnel, technical information, and sensitive program data.

• Must comply with all applicable government, contractual, and company policies and procedures.

The physical demands described below are representative of those required to successfully perform the essential functions of this position.

IT / Office Environment

• Prolonged periods of sitting, typing, and working on a computer.

• Occasional walking, standing, bending, reaching, and lifting.

• Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting as required.

• Visual acuity sufficient for computer use, technical troubleshooting, and equipment identification, including close, distance, and color vision.

• Ability to communicate effectively in a professional office environment.

Equal Employment Opportunity (EEO) and Indian Preference

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Businesses. We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.

As a tribally owned organization, Quivera Enterprises and its subsidiaries may apply Indian Preference in accordance with applicable tribal, federal, and contractual requirements where authorized by law.

Dream. Grow. Thrive.

Job descriptions are intended to identify the primary duties, responsibilities, qualifications, and requirements of a position and assist in determining appropriate compensation. They are not intended to represent a complete list of all duties and responsibilities. Quivera Enterprises, LLC, and its subsidiaries reserve the right to modify, add, or remove duties and responsibilities based on business needs, contractual requirements, and management discretion.