Junior Information Technology support

The Functionary; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

The Functionary is seeking a Service Desk Analyst L1 to provide hands‑on IT support via phone, email, and chat. You will troubleshoot Windows environments, resolve Outlook issues, and support Active Directory tasks while delivering excellent customer service.

Ideal candidates have 2+ years of IT support experience, strong English, and familiarity with ServiceNow or similar ticketing systems. Remote role open to Guatemala, El Salvador, Honduras and Colombia.

Qualifications

• 2+ years of IT support or service desk experience.
• Advanced English (C1) for client-facing communication.
• Experience with Active Directory.
• Familiarity with Windows environments, networking, VPN, and TCP/IP.
• Experience with ServiceNow or similar ticketing system.
• Experience using or maintaining Knowledge Base documentation.

Responsibilities

• Provide Level 1 Technical Support via phone, email, and chat.
• Troubleshoot Windows environments, hardware, software, printers, and common IT apps.
• Resolve Outlook and Office issues and assist with email tasks.
• Support Active Directory tasks including password resets and account unlocks.
• Troubleshoot Networking and VPN issues including connectivity and TCP/IP.
• Manage Service Desk Tickets with accurate documentation and timely follow-up.
• Use and maintain Knowledge Base articles and contribute to documentation.
• Escalate complex issues to Level 2/Level 3 as needed.
• Deliver excellent customer service with professionalism, empathy, and ownership.

Skills

Troubleshooting

Customer service

Communication

Time management

Education

Associate's Degree in IT or related field

Tools

Active Directory

VPN

Networking

ServiceNow

Knowledge Base

Job description

The Functionary is looking for a Service Desk Analyst L1 to join our technical support team! If you have hands‑on IT Service Desk experience, strong troubleshooting skills, and advanced English, we want to hear from you!

Provide Level 1 Technical Support via phone, email, and chat.

Troubleshoot Windows environments, hardware, software, printers, and common IT applications.

Resolve Outlook & email issues and assist users with common Microsoft Office problems.

Support Active Directory tasks, including password resets and account unlocks.

Troubleshoot Networking & VPN issues, including connectivity, IP, and TCP/IP-related problems.

Manage Service Desk Tickets by accurately documenting incidents, prioritizing requests, and following up through resolution.

Use & Maintain Knowledge Base Articles and contribute to technical documentation.

Escalate Complex Issues to Level 2/Level 3 teams when required.

Deliver Excellent Customer Service while maintaining professionalism, empathy, and ownership.

2+ years of IT Support / Service Desk experience

Experience with Active Directory

Knowledge of networking, VPN, IP, and TCP/IP

Experience with ServiceNow or a similar ticketing system

Experience using or maintaining Knowledge Base documentation

Strong customer service and communication skills

Excellent attention to detail and documentation accuracy

Ability to manage multiple tickets and changing priorities

Advanced English – C1 required for client-facing communication

Education: Associate's Degree in IT or related field, or equivalent experience.

Schedule: Full-time availability required — exact schedule will be provided later in the process

Location: Remote — Open to candidates throughout Guatemala, El Salvador, Honduras & Colombia ONLY

Contract Type: Long-Term Contract

Equipment: Provided by us

Join The Functionary and take your technical support career to the next level!

#Hiring #NowHiring #ServiceDesk #ServiceDeskAnalyst #ITSupport #HelpDesk #TechnicalSupport #ITJobs #TechJobs #RemoteJobs #LatinAmericaJobs #RemoteITJobs #ITCareers #ServiceNow #ActiveDirectory #WindowsSupport #TheFunctionary