Service Center Tech I

Service Center Technician I

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking Service Center Technician I candidates to support a high-priority proposal for the Bureau of Indian Affairs (BIA). This role provides Tier I remote IT support services, assisting end users with basic technical issues and service requests.

The Service Center Technician I is responsible for delivering responsive customer support, documenting incidents, and resolving routine technical issues while maintaining a high level of customer satisfaction. This position operates in a structured Service Center environment and follows established procedures, scripts, and escalation protocols.

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 & Customer Service

• Provide Tier I technical support via phone, email, or remote tools
• Troubleshoot basic hardware, software, and peripheral issues
• Support standalone and networked computer systems and associated devices

Service Management & Documentation

• Log, track, and manage incidents and service requests in a ticketing system
• Document troubleshooting steps, resolutions, and customer interactions
• Maintain accurate records of issues, remediation actions, and customer satisfaction metrics

Process Adherence & Escalation

• Follow established Service Center procedures, scripts, and workflows
• Escalate complex or unresolved issues to Tier II/III support teams
• Ensure compliance with service level expectations (SLAs)

Team Support & Continuous Improvement

• Maintain professionalism and high-quality customer service in all interactions
• Contribute to a positive, team-oriented environment
• Support continuous improvement initiatives and knowledge sharing

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 6 months of computer support experience

Technical Knowledge:

• Basic understanding of standalone and networked computer systems
• Familiarity with peripheral devices (printers, scanners, etc.)
• Exposure to troubleshooting common IT issues in a help desk or Service Center environment

Core Competencies:

• Strong verbal and written communication skills
• Ability to follow established procedures and structured processes
• Strong customer service orientation and professional demeanor
• Ability to work in a fast-paced, team-oriented environment

Preferred Qualifications

• Experience in a call center or IT Service Desk environment
• Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)
• Exposure to Microsoft Windows operating systems and office applications
• Experience supporting federal or enterprise IT environments
• CompTIA A+ or similar entry-level IT certification

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.