Service Center Tech

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Full Time Technical Albuquerque, New Mexico, Albuquerque, NM, US

3 days ago Requisition

Salary Range: $42,000.00 To $48,000.00 Annually

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking qualified Service Center Technician I candidates to support a high-priority federal contract proposal for the Bureau of Indian Affairs (BIA).

The Service Center Technician I is responsible for providing Tier I remote IT technical support, assisting end users with basic hardware, software, operating system, and peripheral equipment issues. This position serves as an initial point of contact for technical assistance, ensuring timely resolution of routine incidents and service requests while maintaining high levels of customer satisfaction.

Working within a structured Service Center environment, the Service Center Technician I follows established standard operating procedures (SOPs), troubleshooting scripts, and escalation protocols to deliver consistent, professional, and responsive technical support. The position requires strong communication skills, attention to detail, and the ability to manage multiple service requests in a fast-paced, team-oriented environment.

All work must comply with applicable federal cybersecurity requirements, organizational IT policies, and established contractual performance standards.

Essential Duties and Responsibilities

Technical Support and Customer Service

Provide Tier I remote technical support to government end users through telephone, email, and approved remote support tools.

Serve as an initial point of contact for IT incidents, technical questions, and service requests.

Diagnose and resolve routine hardware, software, operating system, and peripheral equipment issues.

Support standalone and networked computer systems, including desktops, laptops, printers, scanners, and associated devices.

Assist users with Microsoft Windows operating systems, standard office applications, and basic connectivity issues.

Provide basic troubleshooting assistance for system access, application functionality, and peripheral equipment.

Guide end users through established troubleshooting procedures and provide clear instructions for resolving technical issues.

Maintain professional, courteous, and responsive communication throughout the support process.

Service Management and Documentation

Log, categorize, prioritize, track, and manage technical incidents and service requests within designated IT service management systems.

Accurately document customer interactions, reported issues, troubleshooting activities, and resolutions.

Maintain complete and accurate records of incidents, remediation efforts, and service request status.

Update ticket information to reflect troubleshooting progress, escalation activities, and final resolutions.

Support the collection and documentation of customer satisfaction metrics and technical support performance data.

Ensure service requests are processed in accordance with established service-level agreements (SLAs) and Service Center procedures.

Maintain accurate technical documentation and contribute to Service Center knowledge resources.

Process Adherence and Escalation Management

Follow established Service Center SOPs, troubleshooting scripts, technical guidelines, and incident management workflows.

Resolve routine technical issues using approved troubleshooting procedures and available knowledge base resources.

Identify incidents requiring advanced technical support and elevate unresolved or complex issues to Tier II or Tier III support teams.

Provide complete and accurate troubleshooting…