Tier 1 Help Desk Technician

Dark Wolf Solutions, LLC; Ogden (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Dark Wolf Solutions, LLC seeks a Help Desk Technician to support onboarding and Tier 1 end-user troubleshooting across our internal platforms. This on-site role is based in Ogden, Utah and requires a US citizen with an active Secret clearance (Top Secret preferred).

Responsibilities include onboarding, basic software/hardware troubleshooting, ticket routing, and knowledge-base article creation. A strong customer-service mindset and teamwork are essential for success in this role.

Qualifications

• 2+ years in technical support or related IT role.
• High School Diploma required; IT degree preferred.
• DoD 8140 / 8570 IAT CSSP Certification required before hire (CEH, Security+, GCIH, CySA+ or equivalent).
• Foundational understanding of troubleshooting on Windows and macOS.
• Exposure to IT ticketing systems (Jira Service Management, ServiceNow).
• Hands-on exposure to platform administration and user access management.
• Foundational networking knowledge and diagnostics.
• Ability to follow technical guidance and deliver high-quality customer service.
• Ability to draft and maintain knowledge base articles.
• Must be a US Citizen with active Secret clearance (Top Secret preferred).

Responsibilities

• Onboard new users onto platforms and internal systems under supervision.
• Perform basic troubleshooting for software, hardware, and account access issues.
• Document, track, and route user issues using IT ticketing systems.
• Gain hands-on experience with access management, platform administration, and diagnostics.
• Create and maintain knowledge base articles for end-user questions.

Skills

Technical support

Customer service

Windows

macOS

Account provisioning

Onboarding processes

Education

High School Diploma

Associate's/Bachelor's in IT preferred

Tools

Jira Service Management

ServiceNow

Job description

Dark Wolf is seeking a Help Desk Technician to join our team and play a crucial role in our IT operations and end-user support. The technician will be responsible for assisting users with seamless onboarding onto our internal onboarding platforms and providing essential Tier 1 technical troubleshooting. This role requires familiarity with standard operating systems, basic networking, and customer service best practices. Depending on the level, individuals in this role may perform under supervision, collaborate on complex support tasks, or lead high-impact user-experience initiatives.

Key Responsibilities:

• Supporting the onboarding of new users onto our platforms and internal systems under supervision.
• Assisting in performing basic troubleshooting for software, hardware, and account access issues.
• Collaborating with team members to document, track, and route user issues using standard IT ticketing systems.
• Gaining hands‑on experience with access management, platform administration, and basic system diagnostics.
• Learning and assist in creating and maintaining technical documentation and knowledge base articles for common end‑user questions.

Qualifications:

• 2+ years of experience in technical support, customer service, or a related IT role.
• High School Diploma required (Associate's or Bachelor's Degree in IT or a related discipline preferred).
• DoD 8140 / 8570 IAT CSSP Certification must be obtained prior to hire (CEH, Security+, GCIH, CySA+ or Equivalent).
• Foundational understanding of basic IT troubleshooting across workstation and mobile platforms (e.g., Windows, macOS).
• Exposure to standard IT ticketing systems (e.g., Jira Service Management, ServiceNow), issue tracking, and ticket routing workflows.
• Hands‑on exposure to basic platform administration, user access management, and account provisioning.
• Foundational knowledge of basic networking concepts, connectivity troubleshooting, and local system diagnostics.
• Demonstrated ability to follow technical guidance, work effectively under supervision, and deliver high‑quality customer service.
• Ability to assist in drafting, updating, and maintaining knowledge base articles and end‑user documentation.
• Must be a US Citizen holding an active Secret security clearance (Top Secret clearance preferred.)

The estimated salary range for this position is $60,000.00 - $90,000.00, commensurate on experience and technical skillset.

We are strictly looking for direct, full‑time W2 employees. We do not engage with third‑party staffing agencies, C2C, or 1099 independent contractors for this role.

We are proud to be an EEO/AA employer Minorities/Women/Veterans/Disabled and other protected categories.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.