IT Service Specialist – Level 1

About the role

The Functionary is seeking an IT Service Specialist (Level 1) to provide first‑line technical support to internal users in El Salvador. You will act as the primary point of contact for hardware, software and connectivity issues while delivering excellent customer service.

Key responsibilities

• Receive and resolve user requests for technical assistance via phone, email or ticketing system.
• Troubleshoot and fix hardware, software, Windows, Microsoft Office/365, printing, network connectivity and peripheral problems.
• Configure computers, install hardware components and deploy software applications.
• Create, update and close incidents and service requests in the ITSM platform, documenting all steps taken.
• Escalate complex cases to higher support tiers and contribute to knowledge‑base articles.
• Identify recurring issues, suggest process improvements and assist with IT projects.

Required profile

• 2–4 years of experience in IT Help Desk, Service Desk or Technical Support.
• Strong problem‑solving abilities and attention to detail.
• Advanced English proficiency (C1) and clear verbal and written communication.
• Customer‑focused attitude, able to stay calm under pressure.

Required skills

• Windows operating systems
• Microsoft Office / Microsoft 365
• IT ticketing / ITSM systems
• Hardware installation and software deployment
• Printing, connectivity and basic networking concepts
• Microsoft Exchange (nice‑to‑have)
• Microsoft SCCM / Endpoint Management (nice‑to‑have)
• LAN/WAN fundamentals (nice‑to‑have)
• PC imaging and deployment (nice‑to‑have)
• Virus/malware management (nice‑to‑have)
• Backup and recovery concepts (nice‑to‑have)
• CompTIA A+ or equivalent certification (nice‑to‑have)
• Microsoft Technology Associate (MTA) or similar (nice‑to‑have)

What we offer

• Full‑time schedule (6 AM–3 PM CST or 9 AM–6 PM CST)
• On‑site work in El Salvador
• Long‑term contract
• Equipment provided by the company
• Salary disclosed upon contact