Junior Service Desk Analyst (IT Support)

About the role

Join The Functionary as a Service Desk Analyst L1, providing first‑level IT support to users in El Salvador and Guatemala. This fully remote position lets you work with a leading BPO and IT solutions provider while developing your technical and customer‑service skills.

Key responsibilities

• Deliver first‑level support via phone, chat, and ticketing systems.
• Troubleshoot hardware, software, mobile devices and VPN connectivity.
• Manage user accounts in Active Directory (password resets, unlocks, group changes).
• Support Microsoft 365 suite including Outlook, Teams, SharePoint and OneDrive.
• Document incidents and resolutions in ITSM tools and collaborate with higher‑level support teams.

Required profile

• 1–2 years of IT support or service desk experience.
• Strong knowledge of Windows and macOS environments.
• Advanced English proficiency (C1) – written and spoken.
• Excellent communication and customer‑service skills.

Required skills

• Active Directory account management.
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• ServiceNow, Jira or Remedy familiarity.
• Hardware and software troubleshooting.
• VPN configuration and support.
• iPhone, iPad and tablet support.

What we offer

• Work with a trusted IT partner, Denali.
• Opportunities for career growth and skill development.
• Dynamic team collaboration across Latin America.
• 100% remote work with equipment provided.