Service Center Tech III

Job Description Job Description Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, 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 complex and escalated IT issues across enterprise environments.
The Service Center Technician III operates with a high degree of independence and is responsible for troubleshooting advanced technical problems, performing in-depth analysis, and ensuring timely resolution of incidents while maintaining high levels of customer satisfaction. This position plays a key role in supporting Service Center operations, mentoring junior technicians, and contributing to process improvement initiatives.
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 & Escalation Provide Tier III technical support for complex and escalated IT issues
Troubleshoot standalone and networked systems, including LAN/WAN environments
Diagnose and resolve advanced hardware, software, and network-related issues
Operations & Performance Support Manage, track, and document incidents, remediation efforts, and performance metrics within ticketing systems
Independently analyze and resolve operational issues impacting Service Center performance
Support enterprise environments, including multi-server systems and network infrastructure
Team Support & Collaboration Assist Service Center leadership and Government stakeholders in prioritizing tasks and workflows
Provide guidance and mentorship to Tier I and Tier II technicians
Collaborate with cross-functional IT teams to resolve escalations
Process Improvement & Compliance Ensure adherence to Service Center processes, procedures, and SLA requirements
Contribute to continuous improvement initiatives, including process optimization and knowledge sharing
Maintain compliance with organizational IT policies, cybersecurity standards, and federal requirements
Communication & Customer Service Maintain clear, professional communication with technical and non-technical stakeholders
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
Associate degree, technical certification, or equivalent combination of education and experience
Minimum of 3 years of computer support experience
Technical Knowledge:
Standalone and networked computer systems
Local Area Networks (LAN) and Wide Area Networks (WAN)
PC operating systems (e.g., Microsoft Windows)
Networking fundamentals and email systems/standards
Core Competencies:
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 Experience supporting Service Centers in multi-server or enterprise environments
Experience handling escalated or complex technical support issues
Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
Experience supporting DOI, federal, or large enterprise environments
Relevant certifications: CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft certifications

Experience contributing to process improvement and operational efficiency initiatives
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.