Help Desk L1

About the company

The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.

The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

Job Description – Service Desk Analyst L1

Summary of the Position

We are seeking a motivated and customer-focused Service Desk Analyst L1 to join our IT support team. The successful candidate will be responsible for providing first-level technical support to end-users via phone, email, or chat. This role is essential in ensuring timely resolution of IT issues, efficient incident logging, and escalation where necessary to maintain operational efficiency across the organization.

Responsibilities:

·        Provide first-level support to end-users via phone, chat, or ticketing system.

·        Troubleshoot and resolve technical issues related to hardware, software, network, and mobile devices.

·        Ensure quick interaction and efficient resolution of incidents and service requests.

·        Support mobile devices, including iPhones, iPads, and tablets.

·        Escalate unresolved issues to higher-level support teams as necessary.

·        Document issues and resolutions accurately in ITSM tools.

·        Collaborate with team members to maintain high-quality service delivery.

·        Experience with VPN troubleshooting.

Requirements:

·        1–2 years of experience in a Service Desk or IT Support role.

·        Strong troubleshooting skills in Windows and macOS environments.

·        Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).

·        Knowledge of Active Directory (password resets, account unlocks, group membership).

·        Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).

·        Experience with troubleshooting mobile devices (iPhones, iPads, tablets).

·        Excellent oral and written communication skills in English and Spanish, with a strong focus on customer service.

Nice to Have:

·        CompTIA A+, Network+, or equivalent certifications.

·        Knowledge of basic networking (IP, DNS, DHCP).

Additional Considerations:

·        Ability to work in a fast-paced environment.

·        Strong sense of responsibility and attention to detail.

·        Flexible to work shifts if required.