Remote Service Desk Analyst (L1) – Windows, AD & VPN

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 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.