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.

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.

• 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

• 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

• 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

• 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

• Maintain clear, professional communication with technical and non-technical stakeholders
• Deliver high-quality customer service and support experiences

• 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

• 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

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

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

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.