Service Center Tech I

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking qualified Service Center Technician I candidates to support a high-priority federal contract proposal for the Bureau of Indian Affairs (BIA).

The Service Center Technician I is responsible for providing Tier I remote IT technical support, assisting end users with basic hardware, software, operating system, and peripheral equipment issues. This position serves as an initial point of contact for technical assistance, ensuring timely resolution of routine incidents and service requests while maintaining high levels of customer satisfaction.

Working within a structured Service Center environment, the Service Center Technician I follows established standard operating procedures (SOPs), troubleshooting scripts, and escalation protocols to deliver consistent, professional, and responsive technical support. The position requires strong communication skills, attention to detail, and the ability to manage multiple service requests in a fast-paced, team-oriented environment.

All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.

Essential Duties and Responsibilities

Technical Support and Customer Service

• Provide Tier I remote technical support to government end users through telephone, email, and approved remote support tools.

• Serve as an initial point of contact for IT incidents, technical questions, and service requests.

• Diagnose and resolve routine hardware, software, operating system, and peripheral equipment issues.

• Support standalone and networked computer systems, including desktops, laptops, printers, scanners, and associated devices.

• Assist users with Microsoft Windows operating systems, standard office applications, and basic connectivity issues.

• Provide basic troubleshooting assistance for system access, application functionality, and peripheral equipment.

• Guide end users through established troubleshooting procedures and provide clear instructions for resolving technical issues.

• Maintain professional, courteous, and responsive communication throughout the support process.

Service Management and Documentation

• Log, categorize, prioritize, track, and manage technical incidents and service requests within designated IT service management systems.

• Accurately document customer interactions, reported issues, troubleshooting activities, and resolutions.

• Maintain complete and accurate records of incidents, remediation efforts, and service request status.

• Update ticket information to reflect troubleshooting progress, escalation activities, and final resolutions.

• Support the collection and documentation of customer satisfaction metrics and technical support performance data.

• Ensure service requests are processed in accordance with established service-level agreements (SLAs) and Service Center procedures.

• Maintain accurate technical documentation and contribute to Service Center knowledge resources.

Process Adherence and Escalation Management

• Follow established Service Center SOPs, troubleshooting scripts, technical guidelines, and incident management workflows.

• Resolve routine technical issues using approved troubleshooting procedures and available knowledge base resources.

• Identify incidents requiring advanced technical support and escalate unresolved or complex issues to Tier II or Tier III support teams.

• Provide complete and accurate troubleshooting documentation when escalating technical issues.

• Follow established incident prioritization, escalation, and communication procedures.

• Ensure assigned incidents and service requests are addressed within established performance standards.

• Maintain compliance with organizational IT policies, government requirements, and contractual service delivery expectations.

Team Support and Continuous Improvement

• Collaborate with Service Center personnel and technical support teams to ensure efficient incident resolution and consistent customer service.

• Participate in team meetings, technical training, and knowledge-sharing activities.

• Identify recurring technical issues and communicate trends or concerns to Service Center leadership.

• Contribute to the development and maintenance of troubleshooting guides, knowledge base articles, and technical support documentation.

• Support continuous improvement initiatives designed to enhance Service Center efficiency, technical support quality, and customer satisfaction.

• Maintain a positive, professional, and team-oriented approach to assigned responsibilities.

Cybersecurity and Compliance

• Perform 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 approved procedures for system access, user authentication, password management, and secure handling of government information.

• Identify and report potential cybersecurity incidents, suspicious activities, and unauthorized access attempts in accordance with established procedures.

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

• Follow established security awareness, information protection, and acceptable-use requirements.

Required Skills and Abilities

• Basic understanding of desktop and laptop computer hardware, operating systems, software applications, and peripheral equipment.

• Familiarity with standalone and networked computer systems and basic network connectivity.

• Ability to troubleshoot routine hardware, software, and peripheral device issues.

• Basic knowledge of Microsoft Windows operating systems and standard office applications.

• Ability to follow established troubleshooting scripts, technical instructions, and structured support procedures.

• Familiarity with help desk operations, incident tracking, and technical escalation processes.

• Ability to accurately document technical incidents, troubleshooting activities, and customer interactions.

• Strong organizational skills with the ability to manage multiple service requests and competing priorities.

• Strong verbal and written communication skills.

• Excellent customer service skills and a professional demeanor.

• Ability to explain technical information clearly to users with varying levels of technical knowledge.

• Ability to work effectively in a fast-paced, team-oriented Service Center environment.

• Willingness to learn new technologies, technical procedures, and support processes.

Education and Experience

Education:

- High School Diploma or General Educational Development (GED) certificate required.

Experience:

• Minimum of six (6) months of computer support, IT technical support, or related experience.

• Experience troubleshooting basic computer hardware, software applications, or peripheral equipment.

• Familiarity with providing technical assistance to end users in a customer service, help desk, or Service Center environment.

Preferred Qualifications:

• Experience working in an IT Service Desk, technical call center, or customer support environment.

• Familiarity with IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.

• Experience supporting Microsoft Windows operating systems and standard office applications.

• Experience supporting the Bureau of Indian Affairs (BIA), Department of the Interior (DOI), or other federal government agencies.

• Exposure to enterprise IT environments and structured technical support processes.

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

• CompTIA A+ or a similar entry-level IT certification.

Work Environment

• Work is primarily performed in a professional office, Service Center, or approved government support facility.

• Technical support is primarily delivered remotely through telephone, email, and approved remote support tools.

• The position requires frequent interaction with government end users, Service Center personnel, and technical support teams.

• Work involves managing multiple service requests in a structured, fast-paced, mission-driven environment.

• Occasional travel between government facilities or support locations may be required.

• Extended or irregular work hours may be necessary to support mission-critical operations, technical emergencies, or contractual service requirements.

• Depending on assignment, limited work in field or mixed environments may be required.

Special Requirements

• U.S. Citizenship Required.

• Must have the ability to obtain and maintain the government security clearance required by the supported contract.

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

• Must be able to support operational requirements and work schedules established by the supported federal contract.

Physical Demands

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.

• Occasional travel and extended work hours may be required.

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.