Tier 1 Help Desk Technician

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.

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

Requirements

2+ years of experience in technical support, customer service, or a related IT role; High School Diploma required; 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

Nice to have

Associate's or Bachelor's Degree in IT or a related discipline; Top Secret security clearance