Service Center Tech II
Listed on 2026-10-20
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
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Technical Albuquerque, NM, US
Salary Range: $50,000.00 To $53,000.00 Annually
Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician II to provide technical support for the Bureau of Indian Affairs (BIA) user community.
The Service Center Technician II is responsible for providing Tier II technical support, diagnosing and resolving moderately complex hardware, software, and peripheral equipment issues, and ensuring timely resolution of incidents and service requests. This position supports standalone and networked computer systems, maintains IT asset accountability, and assists with Service Center operational activities, including scheduling, reporting, and technical coordination.
Working within a structured Service Center environment, the Service Center Technician II collaborates with technical teams, government personnel, and end users to maintain efficient IT operations and high levels of customer satisfaction. The position requires strong troubleshooting capabilities, organizational skills, and the ability to manage multiple priorities while meeting established service-level agreements (SLAs).
All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.
Essential Duties and ResponsibilitiesTechnical Support and Issue Resolution
Provide Tier II technical support for end users, resolving moderately complex hardware, software, and system-related issues.
Diagnose, troubleshoot, and resolve technical problems involving standalone and networked computer systems.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and associated peripheral equipment.
Support Microsoft Windows operating systems and standard enterprise software applications.
Troubleshoot common network connectivity issues and coordinate with appropriate technical teams when advanced support is required.
Assist users with system access, application functionality, equipment configuration, and general IT troubleshooting.
Escalate unresolved or complex technical issues to Tier III support, systems administration, network, or cybersecurity teams as appropriate.
Provide timely follow-up to ensure technical issues are resolved and customer service expectations are met.
Service Management and Documentation
Manage, track, and document technical incidents, service requests, troubleshooting activities, and resolutions within designated IT service management systems.
Ensure incidents and service requests are accurately categorized, prioritized, and processed in accordance with established SLAs.
Maintain detailed documentation of technical issues, remediation efforts, and resolution activities.
Track service request status and provide timely updates to end users and Service Center leadership.
Support the collection and reporting of customer satisfaction metrics and technical support performance data.
Follow established escalation procedures and incident management workflows.
Maintain accurate technical records, troubleshooting documentation, and Service Center knowledge resources.
IT Asset Management and Reporting
Maintain accountability for assigned IT hardware assets, including desktops, laptops, peripherals, and related equipment.
Track equipment assignments, inventory changes, hardware replacements, and asset disposition activities.
Maintain accurate property accountability records in accordance with government and organizational requirements.
Generate reports related to technical support activities, equipment inventory, property accountability, and scheduled operational events.
Assist with hardware deployment, equipment recovery, inventory reconciliation, and asset tracking activities.
Identify discrepancies in equipment records and coordinate corrective actions with appropriate personnel.
Operational Support and Coordination
Maintain and coordinate meeting, training, and conference room schedules as assigned.
Provide technical support for conference rooms, meetings, training sessions, and scheduled events.
Verify the operational readiness of audiovisual equipment, computers, presentation systems, and related technology before scheduled activities.
Troubleshoot conference room equipment and connectivity issues to minimize disruptions.
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