Service Center Tech II

Job Description Job Description Job Summary Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking Service Center Technician II candidates to support the Bureau of Indian Affairs (BIA). This role provides Tier II technical support to a broad internal user base, resolving moderately complex IT issues and ensuring effective service delivery across the organization.
The Service Center Technician II is responsible for troubleshooting hardware and software issues, managing service requests, maintaining asset accountability, and supporting operational coordination activities such as scheduling and reporting. This position operates within a structured Service Center environment and plays a key role in maintaining customer satisfaction and IT service efficiency.
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 & Issue Resolution Provide Tier II technical support for end users, resolving moderately complex hardware and software issues
Troubleshoot standalone and networked systems, including associated peripheral devices
Support desktops, laptops, printers, scanners, and related hardware
Service Management & Documentation Manage, track, and document incidents, service requests, and resolutions in a structured ticketing system
Ensure accurate documentation of remediation efforts and customer satisfaction metrics
Escalate complex technical issues to higher-level support teams as necessary
Asset Management & Reporting Serve as a primary point of accountability for IT hardware assets, including tracking and reporting
Generate reports on technical support activity, property accountability, and scheduled events
Operational Support & Coordination Maintain and coordinate meeting, training, and conference room schedules
Provide technical support for conference rooms and scheduled events, ensuring equipment readiness
Process Improvement & Customer Service Maintain professional and effective communication with customers and internal stakeholders
Support continuous improvement of Service Center processes and procedures
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
High School Diploma or GED
Minimum of 2 years of computer support experience
Technical Knowledge:
Standalone and networked computer systems
Peripheral devices (printers, scanners, etc.)
Troubleshooting common hardware and software issues
Core Competencies:
Strong organizational and documentation skills
Ability to manage multiple tasks and priorities in a fast-paced environment
Strong verbal and written communication skills
Customer-focused mindset with a professional demeanor
Preferred Qualifications Experience in computer system or network support environments
Experience as a Hardware PC Technician
Experience in a Service Desk or call center environment
Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
Experience supporting federal or enterprise IT environments
Relevant certifications: CompTIA A+
CompTIA Network+
Microsoft certifications

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.