Service Desk Technician

About Us
Venatore is a woman-owned small business headquartered in Tampa, Florida, providing mission-driven technology and professional services to federal defense and civilian agencies. We deliver expertise in information technology, engineering, logistics, and program support to help our clients achieve operational excellence and mission success.

About the Job
The Service Desk Operations & Customer Support professional provides front-line technical support to end users, delivering high-quality customer service while resolving incidents and service requests related to desktop systems, applications, and user access. This role is responsible for initial issue assessment, troubleshooting, account provisioning, documentation, and coordination with higher-tier support teams to ensure timely and effective resolution of IT issues.

Responsibilities

Service Desk Operations & Customer Support

• Collect incident and service request information through direct customer interactions and self-service support tools.
• Communicate clearly and professionally with customers, both verbally and in writing, while maintaining a positive customer service attitude.
• Provide timely, courteous, and effective end-to-end support to ensure a high-quality customer experience.

Incident Management & Troubleshooting

• Perform initial assessment, triage, research, and resolution of basic incidents and service requests.
• Troubleshoot issues related to desktop computers, printers, application software, and infrastructure components.
• Track incidents and service requests from identification through resolution using the designated ticketing system.

Account Management & Access Provisioning

• Create, manage, and administer user accounts using Microsoft Identity Manager.
• Support user account and email provisioning through DoD DEPO (Defense Enterprise Provisioning Online) and GFUD (Global Federated User Directory).
• Administer and support Active Directory user accounts and associated permissions.

Escalation & Coordination

• Engage additional service desk or IT service resources when issues exceed assigned scope or complexity.
• Route incidents to appropriate IT service tiers as required, ensuring proper documentation and follow-up.

Documentation & Knowledge Management

• Document incident resolutions, troubleshooting steps, and support actions.
• Update and maintain self-help resources and internal knowledge bases to support continuous service improvement.

Required Qualifications

• Currently hold and maintain an adjudicated Secret security clearance.
• Active DoD 8570 IAT Level II certification (CompTIA Security+ or equivalent or higher).
• Microsoft 365 Certified: Modern Desktop Administrator Associate, MCSA: Windows 10, or equivalent Microsoft Azure certification.
• Minimum of five (5) years of experience in service desk or related IT roles.
• Experience providing desktop support, administration, and troubleshooting.
• Experience troubleshooting and administering Microsoft Windows 11 desktop systems.
• Experience with Active Directory administration.
• Experience creating and managing accounts using Microsoft Identity Manager.
• Working knowledge of ServiceNow or similar IT service management/ticketing systems.
• Experience supporting DoD DEPO and GFUD email services.
• Proficiency with Microsoft Word, Excel, Access, Outlook, and PowerShell.
• Ability to communicate effectively across all levels of operational command.

Preferred Qualifications

• Adept at troubleshooting and resolving Microsoft Outlook desktop issues.
• Ability to perform tier-one desktop and network connectivity troubleshooting with a strong focus on first-call resolution.
• Experience collaborating with cross-functional teams and DISA to diagnose and resolve complex Microsoft O365 desktop issues.

Benefits
Venatore offers a competitive benefits package designed to support the well-being of our employees, including:

• Paid Time Off (PTO)
• 10 Federal Holidays
• 401(k) with company matching
• Medical, dental, and vision insurance
• Paid military leave

Venatore is an equal opportunity employer and considers qualified applicants without regard to disability or protected veteran status.