Service Center Tech II

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Technical Albuquerque, NM, US Salary Range: $50,000.00 To $53,000.00 Annually Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician II to provide technical support for the Bureau of Indian Affairs (BIA) user community. The Service Center Technician II is responsible for providing Tier II technical support, diagnosing and resolving moderately complex hardware, software, and peripheral equipment issues, and ensuring timely resolution of incidents and service requests. This position supports standalone and networked computer systems, maintains IT asset accountability, and assists with Service Center operational activities, including scheduling, reporting, and technical coordination. Working within a structured Service Center environment, the Service Center Technician II collaborates with technical teams, government personnel, and end users to maintain efficient IT operations and high levels of customer satisfaction. The position requires strong troubleshooting capabilities, organizational skills, and the ability to manage multiple priorities while meeting established service-level agreements (SLAs). All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards. Essential Duties and Responsibilities Technical Support and Issue Resolution Provide Tier II technical support for end users, resolving moderately complex hardware, software, and system-related issues. Diagnose, troubleshoot, and resolve technical problems involving standalone and networked computer systems. Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and associated peripheral equipment. Support Microsoft Windows operating systems and standard enterprise software applications. Troubleshoot common network connectivity issues and coordinate with appropriate technical teams when advanced support is required. Assist users with system access, application functionality, equipment configuration, and general IT troubleshooting. Escalate unresolved or complex technical issues to Tier III support, systems administration, network, or cybersecurity teams as appropriate. Provide timely follow-up to ensure technical issues are resolved and customer service expectations are met. Service Management and Documentation Manage, track, and document technical incidents, service requests, troubleshooting activities, and resolutions within designated IT service management systems. Ensure incidents and service requests are accurately categorized, prioritized, and processed in accordance with established SLAs. Maintain detailed documentation of technical issues, remediation efforts, and resolution activities. Track service request status and provide timely updates to end users and Service Center leadership. Support the collection and reporting of customer satisfaction metrics and technical support performance data. Follow established escalation procedures and incident management workflows. Maintain accurate technical records, troubleshooting documentation, and Service Center knowledge resources. IT Asset Management and Reporting Maintain accountability for assigned IT hardware assets, including desktops, laptops, peripherals, and related equipment. Track equipment assignments, inventory changes, hardware replacements, and asset disposition activities. Maintain accurate property accountability records in accordance with government and organizational requirements. Generate reports related to technical support activities, equipment inventory, property accountability, and scheduled operational events. Assist with hardware deployment, equipment recovery, inventory reconciliation, and asset tracking activities. Identify discrepancies in equipment records and coordinate corrective actions with appropriate personnel. Operational Support and Coordination Maintain and coordinate meeting, training, and conference room schedules as assigned. Provide technical support for conference rooms, meetings, training sessions, and scheduled events. Verify the operational readiness of audiovisual equipment, computers, presentation systems, and related technology before scheduled activities. Troubleshoot conference room equipment and connectivity issues to minimize disruptions. Coordinate with government personnel, Service Center leadership, and technical teams to support scheduled events and operational requirements. Assist with Service Center administrative activities, scheduling, and operational reporting as needed. Process Improvement and Customer Service Deliver professional, responsive, and customer-focused technical support to government personnel and end users. Maintain clear communication regarding incident status, troubleshooting activities, and service request resolutions. Follow established Service Center standard operating procedures (SOPs), technical standards, and customer service requirements. Identify recurring technical issues and recommend improvements to troubleshooting procedures and support workflows. Contribute to Service Center process improvements, knowledge base development, and operational efficiency initiatives. Collaborate with other technicians and technical teams to support consistent service delivery. Participate in technical training, knowledge-sharing activities, and operational meetings as required. 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 established procedures for system access, authentication, endpoint protection, and secure handling of government information. Assist with approved system updates, security patches, and configuration changes within assigned responsibilities. 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. Required Skills and Abilities Working knowledge of desktop support, computer hardware, software applications, and peripheral equipment. Understanding of standalone and networked computer systems and basic network connectivity. Ability to troubleshoot common hardware, software, operating system, and peripheral device issues. Familiarity with Microsoft Windows operating systems and standard office applications. Ability to accurately document technical incidents, service requests, and resolution activities. Strong organizational skills with the ability to maintain accurate equipment inventory and property accountability records. Ability to manage multiple assignments and prioritize competing service requests in a fast-paced environment. Familiarity with Service Center operations, incident management practices, and technical escalation procedures. Strong analytical, troubleshooting, and problem-solving skills. Excellent written and verbal communication skills. Strong customer service orientation and professional demeanor. Ability to work independently on assigned tasks while collaborating effectively with technical teams and government stakeholders. Education and Experience Education: - High School Diploma or General Educational Development (GED) certificate required. Experience: Minimum of two (2) years of professional computer support or IT technical support experience. Experience troubleshooting computer hardware, software applications, and peripheral equipment. Experience supporting standalone and networked computer systems. Experience providing technical assistance to end users in a customer service or IT support environment. Preferred Qualifications: Experience supporting computer systems or networked IT environments. Previous experience as a Hardware PC Technician or Desktop Support Technician. Experience working in an IT Service Desk, Service Center, or technical call center environment. Experience using IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems. Experience supporting the Bureau of Indian Affairs (BIA), Department of the Interior (DOI), or other federal government agencies. Familiarity with NIST SP 800-53, FISMA, and federal cybersecurity requirements. Experience with IT asset management, equipment inventory, and property accountability reporting. Relevant industry certifications, including: CompTIA A+ CompTIA Network+ Microsoft technical certifications Work is primarily performed in a professional office or federal government facility. The position requires frequent interaction with government end users, Service Center personnel, technical teams, and federal stakeholders. Work involves managing multiple technical support priorities in a structured, 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, scheduled events, or technical emergencies. Depending on assignment, limited work in field or mixed environments may be required. Special Requirements 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. 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. #J-18808-Ljbffr Quivera Enterprises, LLC