Service Center Tech III

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.NIST SP 800-53 Compliance RequirementAll 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 ResponsibilitiesTechnical Support & EscalationProvide Tier III technical support for complex and escalated IT issuesTroubleshoot standalone and networked systems, including LAN/WAN environmentsDiagnose and resolve advanced hardware, software, and network-related issuesOperations & Performance SupportManage, track, and document incidents, remediation efforts, and performance metrics within ticketing systemsIndependently analyze and resolve operational issues impacting Service Center performanceSupport enterprise environments, including multi-server systems and network infrastructureTeam Support & CollaborationAssist Service Center leadership and Government stakeholders in prioritizing tasks and workflowsProvide guidance and mentorship to Tier I and Tier II techniciansCollaborate with cross-functional IT teams to resolve escalationsProcess Improvement & ComplianceEnsure adherence to Service Center processes, procedures, and SLA requirementsContribute to continuous improvement initiatives, including process optimization and knowledge sharingMaintain compliance with organizational IT policies, cybersecurity standards, and federal requirementsCommunication & Customer ServiceMaintain clear, professional communication with technical and non-technical stakeholdersDeliver high-quality customer service and support experiencesRequired QualificationsU.S. Citizenship requiredMust have the ability to obtain and maintain a government security clearanceAssociate degree, technical certification, or equivalent combination of education and experienceMinimum of 3 years of computer support experienceTechnical Knowledge:Standalone and networked computer systemsLocal Area Networks (LAN) and Wide Area Networks (WAN)PC operating systems (e.g., Microsoft Windows)Networking fundamentals and email systems/standardsCore Competencies:Strong analytical and problem-solving skillsExcellent written and verbal communication skillsAbility to work independently with minimal supervisionStrong customer service orientation and professional demeanorPreferred QualificationsExperience supporting Service Centers in multi-server or enterprise environmentsExperience handling escalated or complex technical support issuesFamiliarity with IT service management (ITSM) tools (e.g., ServiceNow, Remedy)Experience supporting DOI, federal, or large enterprise environmentsRelevant certifications:CompTIA A+CompTIA Network+CompTIA Security+Microsoft certificationsExperience contributing to process improvement and operational efficiency initiativesPhysical Demands – IT / Office RoleThis 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 requiredAbility to communicate effectively in a professional office environmentOccasional travel and extended hours may be requiredPhysical Demands – Construction / Field RoleThis role may include work in field or mixed environments depending on assignment.Frequent walking, standing, climbing, and working on uneven terrainAbility to use ladders, scaffolding, and wear required PPEAbility to lift up to 50 poundsAbility to communicate effectively in active environmentsTravel and extended/irregular hours may be requiredEqual Employment Opportunity StatementQuivera 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.