Desktop Technician - BIA

Job Description

Job Description:\n\n 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.\n The Desktop Technician III is responsible for installing, configuring, maintaining, and troubleshooting 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.\n Working independently with minimal supervision, the Desktop Technician III collaborates with end users, technical teams, and government personnel to deliver responsive customer support and maintain efficient IT operations. The position requires strong troubleshooting capabilities, technical expertise, and the ability to support both standard office applications and specialized mission-critical systems.\n All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.Essential Duties and Responsibilities\n Technical Support and Operations\n \n \n Provide advanced Tier II/III technical support for desktops, laptops, mobile devices, printers, scanners, and associated peripheral equipment.\n \n Install, configure, maintain, and troubleshoot computer hardware, operating systems, and enterprise software applications.\n \n Support and maintain Microsoft Windows operating systems within enterprise IT environments.\n \n Diagnose and resolve network connectivity issues involving Local Area Networks (LANs), servers, network switches, and related infrastructure.\n \n Troubleshoot complex hardware, software, operating system, and network-related issues to ensure timely resolution.\n \n Perform root cause analysis and implement appropriate corrective actions for recurring technical problems.\n \n Support the reliable operation and performance of end-user computing systems and associated equipment.\n \n User Support and Application Management\n \n \n Provide technical assistance to end users regarding Microsoft Office Suite, Google Workspace, Gmail, and other standard business applications.\n \n Support specialized applications, including Geographic Information Systems (GIS), AutoCAD, and other mission-critical software.\n \n Assist users with application installations, configurations, functionality issues, and system access.\n \n Provide end-user training, technical guidance, and assistance with IT systems, applications, and established best practices.\n \n Communicate technical information clearly to users with varying levels of technical knowledge.\n \n Maintain professional, responsive, and customer-focused support throughout the incident resolution process.\n \n System Maintenance and Deployment\n \n \n Perform system imaging, software installations, deployments, upgrades, patch management, and hardware replacements.\n \n Configure and maintain desktop systems and mobile devices in accordance with approved enterprise standards.\n \n Assist with endpoint management, equipment deployment, and system lifecycle maintenance.\n \n Verify system functionality and performance following installations, upgrades, and maintenance activities.\n \n Support approved system configurations, security updates, and vulnerability remediation activities.\n \n Maintain system integrity and ensure compliance with applicable technical and cybersecurity requirements.\n \n Service Management, Documentation, and Collaboration\n \n \n Document technical incidents, service requests, troubleshooting activities, and resolutions within designated IT service management systems.\n \n Ensure incidents and service requests are accurately categorized, prioritized, and resolved in accordance with established service-level agreements (SLAs).\n \n Maintain complete and accurate records of technical support activities and corrective actions.\n \n Escalate unresolved or highly complex technical issues to appropriate network, systems administration, or cybersecurity teams.\n \n Collaborate with cross-functional technical teams to resolve escalated incidents and support enterprise IT operations.\n \n Develop and maintain troubleshooting guides, technical documentation, and knowledge base articles.\n \n Contribute to the standardization of technical support procedures and operational workflows.\n \n Cybersecurity Compliance and Continuous Improvement\n \n \n Perform assigned duties in accordance with applicable National Institute of Standards and Technology (NIST) Special Publication 800-53 security and privacy controls.\n \n Support compliance with the Federal Information Security Modernization Act (FISMA) and applicable federal cybersecurity policies.\n \n Follow approved procedures for system access, endpoint security, configuration management, and vulnerability remediation.\n \n Identify and report potential cybersecurity incidents, vulnerabilities, and unauthorized activities in accordance with established procedures.\n \n Maintain the confidentiality, integrity, and availability of government information systems and sensitive data.\n \n Identify opportunities to improve technical support workflows, incident resolution processes, and operational efficiency.\n \n Support continuous improvement initiatives designed to enhance customer satisfaction, service delivery quality, and technical support effectiveness.\n Required Skills and Abilities\n \n \n Advanced knowledge of desktop and laptop computer hardware, mobile devices, printers, scanners, and peripheral equipment.\n \n Strong proficiency in installing, configuring, maintaining, and troubleshooting Microsoft Windows operating systems.\n \n Working knowledge of LAN connectivity, servers, network switches, and basic networking protocols.\n \n Experience supporting Microsoft Office Suite, Google Workspace, and enterprise business applications.\n \n Ability to diagnose and resolve complex hardware, software, operating system, and connectivity issues.\n \n Familiarity with enterprise IT environments, incident management processes, and technical escalation procedures.\n \n Ability to perform system imaging, software installations, upgrades, and routine maintenance activities.\n \n Strong analytical, organizational, troubleshooting, and problem-solving skills.\n \n Excellent written and verbal communication skills.\n \n Strong customer service orientation and professional demeanor.\n \n Ability to manage multiple technical support requests while meeting established performance standards.\n \n Ability to work independently with minimal supervision and collaborate effectively with technical teams and government stakeholders.\n \n Ability to prepare and maintain accurate technical documentation and incident resolution records.\n Education and Experience\n Education:\n \n \n Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or\n \n An equivalent combination of education and relevant professional experience.\n \n Experience:\n \n \n Minimum of three (3) years of hands-on technical support experience in an IT environment.\n \n Experience supporting desktop systems, laptops, mobile devices, printers, scanners, and related peripheral equipment.\n \n Experience installing, configuring, and troubleshooting computer hardware, software applications, and Microsoft Windows operating systems.\n \n Experience diagnosing network connectivity issues involving LANs, servers, and network switches.\n \n Experience supporting Microsoft Office Suite and Google Workspace applications.\n \n Experience providing technical assistance and troubleshooting support to end users.\n \n Preferred Qualifications:\n \n \n Experience supporting GIS, AutoCAD, or other specialized technical applications.\n \n Experience working within enterprise IT environments and using remote support tools.\n \n Experience using IT service management platforms, including ServiceNow, Remedy, or similar ticketing systems.\n \n Experience supporting the Department of the Interior (DOI), other federal government agencies, or large enterprise organizations.\n \n Familiarity with NIST SP 800-53, FISMA, and federal information security requirements.\n \n Experience with system imaging tools, endpoint management platforms, IT asset management systems, and software deployment solutions.\n \n Relevant industry certifications, including:\n \n \n CompTIA A+\n \n CompTIA Network+\n \n CompTIA Security+\n \n Microsoft technical certifications\n \n Work Environment\n \n \n Work is primarily performed in a professional office or federal government facility.\n \n The position requires frequent interaction with government end users, technical teams, and other stakeholders.\n \n Work involves managing multiple technical support priorities in a fast-paced, mission-driven environment.\n \n Occasional travel between government facilities or support locations may be required.\n \n Extended or irregular work hours may be necessary to support mission-critical operations, system maintenance, or technical emergencies.\n \n Depending on assignment, limited work in field or mixed environments may be required.\n Special Requirements\n \n \n U.S. Citizenship Required.\n \n Must have the ability to obtain and maintain the federal suitability determination, background investigation, or government security clearance required by the supported contract.\n \n Must successfully complete all required pre-employment screening and government background investigation requirements.\n \n Must comply with applicable federal cybersecurity requirements, including NIST SP 800-53 and FISMA.\n \n Must maintain confidentiality regarding government systems, personnel, technical information, and sensitive program data.\n \n Must comply with all applicable government, contractual, and company policies and procedures.\n \n Must be able to support operational requirements and work schedules established by the supported federal contract.\n Physical Demands\n The physical demands described below are representative of those required to successfully perform the essential functions of this position.\n IT / Office Environment\n \n \n Prolonged periods of sitting, typing, and working on a computer.\n \n Occasional walking, standing, bending, reaching, and lifting.\n \n Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting as required.\n \n Visual acuity sufficient for computer use, technical troubleshooting, and equipment identification, including close, distance, and color vision.\n \n Ability to communicate effectively in a professional office environment.\n \n Occasional travel and extended work hours may be required.\n \n Equal Employment Opportunity (EEO) and Indian Preference\n 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.\n 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.\n Dream. Grow. Thrive.\n 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.