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 Technician supports Combined Joint Task Force–Horn of Africa (CJTF-HOA) / AFRICOM operations in a mission-focused, fast-paced environment. This role provides frontline IT service desk support, serving as a primary point of contact for users experiencing technical issues or submitting service requests. The Service Desk Technician delivers professional, customer-focused support while performing incident intake, triage, troubleshooting, and resolution, and coordinates with higher-tier IT teams as needed. This position requires strong communication skills, technical proficiency, and the ability to work collaboratively within a team. The role follows a 5x12 work schedule.

Responsibilities

Service Desk Operations & Customer Support

• Collect incident and request information through customer interactions and self-service support tools.
• Communicate clearly and professionally with customers, both verbally and in writing, 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

• Conduct 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 requests from identification through resolution using the designated ticketing system.

Account Management & Access Provisioning

• Perform account creation and administration using Microsoft Identity Manager.
• Support user account and email provisioning utilizing DoD DEPO (Defense Enterprise Provisioning Online) and GFUD (Global Federated User Directory).
• Administer and support Active Directory user accounts.

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 and troubleshooting steps.
• 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/higher).
• Microsoft 365 Certified: Modern Desktop Administrator Associate, or MCSA: Windows 10, or equivalent Microsoft Azure certification.
• Minimum of 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 with DoD DEPO and GFUD for email services.
• Proficiency with Microsoft Word, Excel, Access, Outlook, and PowerShell.
• Ability to communicate effectively across all levels of operational command.

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.