Desktop Technician - BIA

Published: 6/14/2022

Technology

Job Description

Wichita Tribal Enterprises, a subsidiary of Quivera Enterprises, LLC, is seeking an experienced Desktop Technician IV to provide senior-level technical support and lead desktop support initiatives for the Department of the Interior / Indian Affairs (DOI/IA) enterprise user environment.

The Desktop Technician IV serves as a senior technical resource and Subject Matter Expert (SME), responsible for resolving highly complex technical issues, coordinating enterprise system deployments, and leading technical projects. This position provides advanced troubleshooting, supports specialized enterprise applications, and ensures the reliability and performance of end-user computing environments.

Operating with minimal to no supervision, the Desktop Technician IV provides technical guidance to other technicians, coordinates with federal stakeholders and cross-functional IT teams, and supports the development of standardized procedures and technical documentation.

The position requires strong technical expertise, project coordination capabilities, and demonstrated experience leading technical initiatives within complex enterprise environments.

Essential Duties and Responsibilities

Advanced Technical Support and Troubleshooting

Provide senior-level technical support for complex hardware, software, operating system, and network-related issues.
Diagnose and resolve advanced technical incidents affecting enterprise desktop environments.
Serve as a technical escalation resource for Desktop Technicians and other IT support personnel.
Perform advanced root cause analysis and implement corrective actions for recurring or high-impact technical problems.
Support Microsoft Windows operating systems, enterprise applications, network connectivity, and associated infrastructure.
Provide advanced support for specialized applications, including GIS, AutoCAD, and other mission-critical systems.

Technical Project Leadership and System Deployment

Lead and coordinate desktop technology projects, system upgrades, equipment deployments, and technical initiatives.
Develop project schedules, technical implementation plans, and supporting documentation.
Coordinate technical resources, assignments, and deployment activities to meet project milestones.
Monitor project progress, identify technical risks, and recommend corrective actions.
Support enterprise hardware and software lifecycle management initiatives.
Ensure technical projects comply with established operational requirements, security standards, and implementation procedures.

Technical Leadership and Mentoring

Serve as a Subject Matter Expert (SME) for desktop support technologies, enterprise applications, and technical troubleshooting.
Provide technical guidance, mentoring, and assistance to Desktop Technicians I–III.
Support technical knowledge transfer and staff development initiatives.
Assist with prioritizing complex technical assignments and coordinating escalated incident resolution.
Collaborate with Service Center leadership, Federal Functional Leads, and cross-functional IT teams.
Participate in technical reviews, operational meetings, and project coordination activities.

Documentation and Process Development

Develop and maintain technical procedures, implementation guides, project documentation, and standard operating procedures (SOPs).
Document complex technical issues, root cause findings, corrective actions, and system configurations.
Contribute to knowledge base development and standardized troubleshooting procedures.
Review existing technical processes and recommend improvements to operational efficiency.
Support the development and implementation of consistent desktop support practices.

Cybersecurity and Compliance

Ensure assigned technical activities comply with applicable NIST SP 800-53 security and privacy controls.
Support FISMA compliance and applicable federal cybersecurity requirements.
Assist with endpoint security, vulnerability remediation, patch management, and approved system configurations.
Identify and report potential security vulnerabilities, incidents, and unauthorized activities.
Ensure technical projects and system deployments comply with organizational IT policies and contractual requirements.

Required Skills and Abilities

Advanced knowledge of enterprise desktop infrastructure, operating systems, hardware, and software applications.
Strong proficiency in Microsoft Windows operating systems and enterprise application support.
Advanced troubleshooting capabilities involving desktop systems, network connectivity, and specialized applications.
Experience leading technical projects, system deployments, and technology upgrades.
Ability to coordinate technical resources and manage multiple project priorities.
Demonstrated ability to provide technical guidance and mentoring to other IT personnel.
Strong technical documentation, analytical, and problem-solving skills.
Ability to work independently with minimal to no supervision.
Excellent written and verbal communication skills.
Ability to coordinate effectively with government stakeholders, technical teams, and management.

Education and Experience

Education:

- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or equivalent relevant experience.

Experience:

Minimum of four (4) years of related IT technical support experience.
Experience providing advanced technical support in enterprise computing environments.
Demonstrated experience leading technical projects, system deployments, or IT initiatives.
Experience developing technical documentation and coordinating complex troubleshooting activities.

Preferred Qualifications:

Experience leading or coordinating technical teams of five (5) or more personnel.
Experience supporting DOI/IA or other federal government IT environments.
Experience developing technical procedures, SOPs, and project documentation.
Experience supporting GIS, AutoCAD, and specialized enterprise applications.
Experience using enterprise endpoint management, imaging, and deployment solutions.
Familiarity with ServiceNow, Remedy, or similar IT service management systems.
CompTIA A+, Network+, Security+, or Microsoft technical certifications.

Work Environment

Work is primarily performed in a professional office or federal government facility.
Frequent collaboration with technical teams, government stakeholders, and leadership.
Work may involve coordinating system deployments and technical projects across multiple locations.
Occasional travel and extended or irregular work hours may be required.

Special Requirements

U.S. Citizenship Required.
Must have the ability to obtain and maintain the government security clearance required by the supported contract.
Must successfully complete required government background investigations and pre-employment screening.
Must comply with applicable NIST SP 800-53, FISMA, government, contractual, and company requirements.
Must maintain confidentiality regarding government systems, personnel, and sensitive information.

Physical Demands

IT / Office Environment

Prolonged periods of sitting, typing, and computer use.
Occasional walking, standing, bending, and reaching.
Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting.
Visual acuity sufficient for computer use and technical troubleshooting.
Ability to communicate effectively in a professional office environment.

Equal Employment Opportunity (EEO) and Indian Preference

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Businesses. We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.

As a tribally owned organization, Quivera Enterprises and its subsidiaries may apply Indian Preference in accordance with applicable tribal, federal, and contractual requirements where authorized by law.

Dream. Grow. Thrive.

Job descriptions are intended to identify the primary duties, responsibilities, qualifications, and requirements of a position and assist in determining appropriate compensation. They are not intended to represent a complete list of all duties and responsibilities. Quivera Enterprises, LLC, and its subsidiaries reserve the right to modify, add, or remove duties and responsibilities based on business needs, contractual requirements, and management discretion.