Tier II IT Service Center Technician

Quivera Enterprises, LLC; Albuquerque (NM); On-site; USD 50,000 - 53,000; Full time

Job summary

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, seeks an experienced Service Center Technician II to provide Tier II technical support for the BIA user community. You will diagnose and resolve moderately complex hardware, software, and peripheral issues across standalone and networked computer systems.

The role requires strong troubleshooting, organization, and customer service skills, with adherence to SLAs, IT asset management, and cybersecurity requirements such as

Qualifications

• Minimum of two years of professional computer support or IT technical support experience.
• Experience troubleshooting hardware, software, and peripheral equipment.
• Experience supporting standalone and networked computer systems.
• Experience providing technical assistance to end users in a customer service or IT support environment.
• Familiarity with IT service management platforms (ServiceNow, Remedy) is a plus.

Responsibilities

• 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 related peripherals.
• 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.
• 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.

Skills

Troubleshooting

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Ticketing systems

Job description

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, seeks an experienced Service Center Technician II to provide Tier II technical support for the BIA user community. You will diagnose and resolve moderately complex hardware, software, and peripheral issues across standalone and networked computer systems.

The role requires strong troubleshooting, organization, and customer service skills, with adherence to SLAs, IT asset management, and cybersecurity requirements such as