Client Support System Administrator

About Us

Venatôre is a mission-driven government contractor based in Tampa, FL, supporting federal and civilian agencies with secure cutting-edge technology, cybersecurity, and mission support services. Our teams are trusted in demanding environments because we integrate with client missions, combining technical depth, operational precision, and innovative thinking to deliver meaningful results where they matter most.

About the Job

The Service Desk Technician supports Combined Joint Task Force–Horn of Africa (CJTF-HOA) and AFRICOM operations in a mission-focused, fast-paced environment. Serving as a primary point of contact for end users, this role provides frontline IT service desk support, including incident intake, troubleshooting, service request fulfillment, and issue resolution. The Service Desk Technician works closely with customers and higher-tier IT teams to ensure reliable service delivery, effective communication, and timely resolution of technical issues. This position follows a 5x12 work schedule.

Responsibilities

Service Desk Operations & Customer Support

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

Incident Management & Troubleshooting

• Perform initial assessment, triage, research, troubleshooting, and resolution of routine incidents and service requests.
• Troubleshoot issues involving desktop computers, printers, application software, and infrastructure-related components.
• Track incidents and service requests from identification through resolution using the designated IT service management platform.
• Ensure accurate documentation of troubleshooting activities and resolution outcomes.

Account Management & Access Provisioning

• Create, manage, and administer user accounts using Microsoft Identity Manager.
• Support user account and email provisioning through Defense Enterprise Provisioning Online (DEPO) and the Global Federated User Directory (GFUD).
• Administer and maintain Active Directory user accounts and permissions.
• Assist with access management activities in accordance with organizational policies and procedures.

Escalation & Coordination

• Escalate incidents requiring advanced technical expertise to appropriate service desk or IT support teams.
• Coordinate with higher-tier support personnel to facilitate timely issue resolution.
• Ensure proper documentation, communication, and follow-up throughout the escalation process.

Documentation & Knowledge Management

• Document incident resolutions, troubleshooting procedures, and service desk activities.
• Maintain and update internal knowledge bases and self-help resources.
• Contribute to continuous service improvement initiatives through accurate documentation and knowledge sharing.

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, MCSA: Windows 10, or an equivalent Microsoft Azure certification.
• Minimum of five (5) years of experience in service desk operations or related IT support roles.
• Experience providing desktop support, system administration, and technical troubleshooting.
• Experience administering and troubleshooting Microsoft Windows 11 desktop environments.
• Experience with Active Directory administration and user account management.
• Experience creating and managing user accounts using Microsoft Identity Manager.
• Working knowledge of ServiceNow or a comparable IT service management/ticketing system.
• Experience utilizing DoD DEPO and GFUD for user account and email services.
• Proficiency with Microsoft Word, Excel, Access, Outlook, and PowerShell.
• Demonstrated ability to communicate effectively with personnel across all levels of operational command.

Preferred Qualifications

• TBD

Benefits

Venatôre 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

Venatôre is a woman owned small business and an equal opportunity employer. We consider qualified applicants without regard to disability or protected veteran status.