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IT Level 1 Helpdesk Support Specialist


Wesley Chapel, FL


The Level 1 Helpdesk Support Specialist is responsible for providing first level support to the organizations’ users either by phone, email or remote assistance tools as well as adding, updating and monitoring help desk tickets utilizing the helpdesk ticket system.  This position is also responsible for Active Directory, FTP, Telephony and Office 365 user administration.

Key Responsibilities:

  • Desktop, laptop / End User Support
  • Managing day-to-day helpdesk tickets
  • Managing Active Directory, FTP, Office365 user accounts
  • Ability to navigate systems such as Wiki pages, SharePoint, and Jira
  • Proficient in software troubleshooting and maintenance
  • Understanding and proficiency in Dell hardware and maintenance
  • Understanding of desktop/laptop imaging technologies
  • Installation and configuration of Windows OS and related features
  • Understand basic remote VPN connectivity and troubleshooting techniques
  • Creating and maintaining documentation of procedures
  • Keeping asset system updated with new items or configuration changes
  • Maintain basic cloud hosted telephony system (adds, moves, changes)
  • Knowledge of current MS Office products


  • Minimum of 3 to 5 years of helpdesk experience preferred
  • Minimum1 year basic Azure administration preferred
  • Basic VMWare knowledge preferred
  • MCP (Microsoft Certified Professional) preferred
  • Basic knowledge of Active Directory (User/Computer/Group management)
  • Intermediate knowledge of Windows.
  • Intermediate knowledge of hardware assembly and repair (laptops/desktops)
  • Intermediate Desktop support knowledge for local and remote equipment
  • Intermediate knowledge using imaging tools and mobile device management systems.
  • Intermediate knowledge supporting VoIP phones/softphones
  • Strong written and verbal communication skills
  • Flexibility to perform after hours support if needed
  • Ability to prioritize work and meet deadlines
  • Must be able to work equally well in a team environment or individually
  • Ability to communicate effectively and tactfully with a variety of users


Jennifer Holtz


V12 is an equal opportunity employer and as such, we value people from diverse backgrounds. This principle applies to all aspects of employment, including recruitment, hiring, placement, transfer, promotion, layoff, recall, termination, and other terms and conditions of employment.

In addition to competitive salaries, V12 offers eligible employees a comprehensive benefits package that includes:

  1. Healthcare coverage (including vision)
  2. Prescription drug plan
  3. Dental Plan
  4. Short and long-term disability
  5. Long-term care coverage
  6. Flexible spending accounts
  7. Life insurance
  8. 401(k) with company matching