IT Service Desk Technician

LUMA Energy•Barrio Pueblo, PR

2d•Onsite

About The Position

Supports LUMA’s IT operations by analyzing, resolving, and documenting issues related to IT infrastructure and core applications. The role ensures timely and effective incident resolution to maintain continuity and quality of internal technology services.

Requirements

Associate’s degree in information technology, Computer Science, or a related field.
3 years of experience supporting end users in an IT service desk or technical support function.
Experience supporting hardware, software, operating systems, and end‑user devices in a corporate or enterprise setting.
Experience with ITIL-based incident and request management processes.
Excellent verbal and written communication skills.
Active listening and the ability to translate technical issues into clear, user‑friendly language.
Critical thinking and problem-solving abilities.
Patience and professionalism when handling difficult or high‑pressure situations.
Time management and the ability to prioritize multiple tasks effectively.
Adaptability and openness to learning new tools, technologies, and processes.
Attention to detail and commitment to accuracy in documentation.

Nice To Haves

Experience with Active Directory, network troubleshooting, and VOIP systems is preferred.
Experience working in fast‑paced, customer-facing support environments.

Responsibilities

Logs, triages, and resolves incoming incidents and service requests to ensure timely and accurate support for internal users.
Collects and documents user‑provided information about technical problems to aid in diagnosing and resolving routine support incidents.
Delivers high-quality customer support by clearly communicating findings, setting expectations, and guiding users through solutions.
Escalates complex or unresolved issues with well-documented technical details to enable efficient resolution by senior IT teams.
Performs validation tests and updates following user troubleshooting to verify successful repairs and restore full functionality.
Creates, edits, and maintains IT documentation and knowledge base articles to improve user self‑service capabilities and reduce ticket volume.
Maintains up-to-date knowledge of hardware, software, and operating systems to deliver accurate and effective technical support.
Applies strong understanding of network concepts and VOIP to diagnose and resolve related technical issues.
Uses working knowledge of Active Directory and ITIL practices to support efficient incident and request management.
Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.