Service Center Knowledge Base Article and Rep at Wichita Tribal Enterprise – Albuquerque, New Mexico

Service Center Knowledge Base Article and Reporting Lead

Position Summary:

We are currently heading up the recruitment for a high-priority proposal to support the Bureau of Indian Affairs (BIA). We are looking for Service Center Tech II to provide remote support in Albuquerque, NM. Please note: This opportunity is contingent upon contract award.

Education: Associate’s Degree or Certificate from technical training institute

Experience Required: A minimum of three years computer support experience required and technical writing skills. Technician is familiar with standalone and network computers, local area networks and wide area networks.

Specialized Experience: At least three (3) years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards, document development, report building and PowerBI skills preferred. The KBA and Reporting Lead needs to demonstrate the ability to effectively communicate orally and in writing and to have a positive customer service attitude.

Duties: The Service Center KBA and Reporting Lead identifies and develops KBA’s and customized reports relating to all of Service Center including first contact resolution rate and other identified Service Center KPI’s. The KBA and Report Lead identifies trends and analyzes current support models and incident trends to develop new processes and procedures. The Service Center KBA and Reporting Lead shall manage and document customer support issues, internal support processes, identify required processes and improvement to current processes, identify and report remediation and customer satisfaction reports using a structured system for task resolution and document support models. The Service Center KBA and Report Lead shall independently analyze and resolves operational processes for the technical support center and shall assist the Service Center Lead(s) and Federal Functional Lead in prioritizing tasks and procedures for the Service Center. The Service Center KBA and Report Lead shall identify, develop, and provide customized reports and knowledge base articles for technical support activity, property accountability, meetings, and event schedules.