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

Wichita Tribal Enterprises, A Quivera Enterprises subsidiary, is seeking a Service Center KBA and Reporting Lead to support enterprise IT service operations through knowledge management and data-driven reporting. This role is responsible for developing and maintaining Knowledge Base Articles (KBAs), producing customized reports, and analyzing Service Center performance metrics to drive continuous improvement. The ideal candidate will combine strong technical support experience with analytical and technical writing skills to enhance operational efficiency, improve customer satisfaction, and support decision-making across the Service Center.

• Develop, maintain, and continuously improve Knowledge Base Articles (KBAs) to support Service Center operations
• Design and generate customized reports and dashboards related to Service Center performance, including KPIs such as first contact resolution rate
• Analyze incident trends, support metrics, and operational data to identify areas for process improvement
• Evaluate current Service Center support models and recommend enhancements to increase efficiency and service quality
• Document customer support issues, workflows, and internal processes using structured tracking systems
• Create and maintain documentation for support models, procedures, and standard operating practices
• Produce reports supporting technical support activities, property accountability, meetings, and event schedules
• Utilize reporting tools such as Power BI to build data visualizations and actionable insights
• Collaborate with Service Center Leads and Federal Functional Leads to prioritize tasks and improve operational processes
• Independently analyze and resolve operational challenges within the technical support environment
• Support continuous improvement initiatives focused on customer satisfaction and service delivery performance
• Ensure clear, concise, and professional written and verbal communication across technical and non-technical stakeholders

• Associate’s Degree or Certificate from a technical training institute
• Minimum of three (3) years of computer support experience
• Demonstrated experience in technical writing and documentation development
• Familiarity with:
  • Standalone and networked computer systems
  • Local Area Networks (LAN) and Wide Area Networks (WAN)
• Strong working knowledge of PC operating systems (e.g., Windows)
• Understanding of networking concepts and email systems/standards
• Experience documenting processes, procedures, and support workflows
• Strong analytical, problem-solving, and organizational skills
• Excellent written and verbal communication skills
• Proven ability to work independently with minimal supervision
• Strong customer service orientation with a positive and professional attitude

• At least three (3) years of specialized experience supporting a Service Center in a multi-server environment
• Experience developing and managing Knowledge Base systems and support documentation
• Proficiency in Power BI, reporting tools, and data visualization techniques
• Experience building reports related to IT service management metrics and KPIs
• Familiarity with IT service management (ITSM) tools and ticketing systems
• Experience supporting federal or enterprise IT environments
• Knowledge of continuous improvement methodologies and process optimization

Quivera Enterprises LLC and its subsidiaries are 100% tribally owned and SBA-certified Small Disadvantaged Business. Quivera Enterprises LLC and its subsidiaries are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, age, or status as a qualified individual with a disability or protected veteran.