Service Center Tech II

Job Summary

Wichita Tribal Enterprises, A Quivera Enterprises subsidiary, 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.

Key Responsibilities

• Provide Tier II technical support for end users, resolving moderately complex hardware and software issues
• Troubleshoot and support standalone and networked computer systems and associated peripheral devices
• Manage, track, and document incidents, service requests, and resolutions in a structured ticketing system
• Ensure accurate documentation of remediation efforts and customer satisfaction metrics
• 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
• Maintain and coordinate meeting, training, and conference room schedules
• Provide technical support for conference rooms and scheduled events, ensuring equipment readiness
• Escalate complex technical issues to higher-level support teams as necessary
• Maintain professional and effective communication with customers and internal stakeholders
• Support the continuous improvement of Service Center processes and procedures

Required Qualifications

• High School Diploma or GED
• Minimum of two (2) years of computer support experience
• Must be a U.S. Citizen
• Must have the ability to obtain and maintain a government security clearance
• Familiarity with:
  • Standalone and networked computer systems
  • Peripheral devices (printers, scanners, etc.)
• Experience troubleshooting common hardware and software issues
• 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

• At least one (1) year of experience in computer system/network support
• At least six (6) months of specialized experience as a Hardware PC Technician
• Experience in a Service Desk or call center environment
• Familiarity with ticketing systems (e.g., ServiceNow, Remedy, or similar)
• Experience supporting federal or enterprise IT environments
• CompTIA A+, Network+, or similar certifications

Equal Employment Opportunity Statement

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and 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 regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or protected veteran.