Service Center Tech III

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Full Time Professional Albuquerque, NM, US

3 days ago Requisition

Salary Range: $52,000.00 To $60,000.00 Annually

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Service Center Technician III to provide advanced technical support for the Department of the Interior / Indian Affairs (DOI/IA) user community.

The Service Center Technician III is responsible for providing Tier III technical support, diagnosing and resolving complex hardware, software, operating system, and network-related issues within enterprise IT environments. This position serves as a senior technical escalation resource, performing advanced troubleshooting, analyzing recurring technical problems, and ensuring timely resolution of incidents in accordance with established service-level agreements (SLAs).

Working independently with minimal supervision, the Service Center Technician III collaborates with Service Center leadership, Federal Functional Leads, and cross-functional IT teams to maintain efficient Service Center operations and high levels of customer satisfaction. The position also provides technical guidance to Tier I and Tier II technicians and contributes to process improvements, knowledge sharing, and service delivery enhancements.

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

Technical Support and Escalation Management

Provide advanced Tier III technical support for complex and escalated IT incidents and service requests.

Diagnose, troubleshoot, and resolve advanced hardware, software, operating system, and network connectivity issues.

Support standalone and networked computer systems, including Local Area Networks (LANs) and Wide Area Networks (WANs).

Troubleshoot Microsoft Windows operating systems, email systems, and enterprise applications.

Serve as a technical escalation resource for Tier I and Tier II Service Center Technicians.

Perform in-depth technical analysis to identify root causes of recurring incidents and implement appropriate corrective actions.

Coordinate with network, systems administration, cybersecurity, and other technical support teams to resolve issues requiring specialized expertise.

Support enterprise IT environments, including multi-server systems, network infrastructure, and associated applications.

Service Center Operations and Performance Support

Manage, track, and document incidents, service requests, remediation activities, and technical resolutions within designated IT service management systems.

Ensure assigned incidents and service requests are properly categorized, prioritized, escalated, and resolved in accordance with established SLAs.

Independently analyze and resolve operational issues affecting Service Center performance and technical support delivery.

Monitor incident trends, recurring technical issues, and service performance metrics to identify opportunities for improvement.

Maintain accurate technical documentation, troubleshooting records, and incident resolution information.

Assist Service Center leadership with operational reporting, workload management, and service delivery activities.

Support the efficient operation and maintenance of enterprise computing environments.

Team Support and Technical Collaboration

Provide technical guidance, mentoring, and troubleshooting assistance to Tier I and Tier II Service Center Technicians.

Assist Service Center leadership and Federal Functional Leads with prioritizing technical support assignments and coordinating incident resolution activities.

Collaborate with cross-functional IT teams to resolve complex technical issues and escalated service requests.

Participate in technical discussions, knowledge-sharing activities, and operational coordination meetings.

Support team development by sharing technical expertise, troubleshooting procedures, and lessons learned.

Promote consistent technical support practices and professional customer service standards.

Process Improvement and Cybersecurity Compliance

Ensure Service Center activities comply with established IT policies, standard operating procedures (SOPs), technical standards, and contractual requirements.

Perform assigned duties in accordance with applicable National Institute of Standards…