Technician, IT OT Help Desk

LUMA Energy•Santurce - Lucchetti, PR

15h

About The Position

Provides Tier 1 support as the centralized first point of contact for IT incidents and service requests. The role manages intake, documentation, classification, prioritization, initial troubleshooting, first-contact resolution, and escalation through ServiceNow, while monitoring ticket progress and delivering consistent, customer-focused support through approved channels. The position participates in a rotating on-call schedule to help maintain 24x7 IT operations. The technician receives and manages support interactions through ServiceNow, telephone, Microsoft Teams Chat, and other approved channels; keeps ticket information accurate and current; and communicates with end users throughout the support lifecycle. The role also maintains troubleshooting documentation and knowledge articles, reviews Help Desk KPIs for service improvement opportunities, follows company policies and applicable regulations, and participates in storm restoration tasks and assigned drills. The position requires a technical or associate degree in a relevant field and 1–3 years of hands-on technical or support experience, including at least one year of direct IT experience. Availability for overtime, weekends, holidays, rotating shifts, and on-call hours is required as needed, including during emergency response situations.

Requirements

Technical degree or associate degree in Information Technology, Computer Science, or a related field.
1–3 years of hands-on experience in technical or support roles, including at least 1 year of direct IT experience in Help Desk, Service Desk, technical support, end-user support, or a similar technology support environment.
Availability to work overtime, weekends, holidays, rotating shifts, and on-call hours as needed, including during emergency response situations.
Foundational IT troubleshooting skills and core knowledge of Microsoft technologies, network connectivity, identity/access, applications, endpoints, and cybersecurity concepts.
Strong communication, proactive follow-through, and commitment to positive end-user experiences.
Ability to prioritize, triage, escalate, and follow procedures, SLAs, routing guidelines, and knowledge articles in a fast-paced operational environment.
Ability to document technical issues accurately and clearly and use ServiceNow or similar ITSM platforms.
Ability to collaborate effectively with Tier 2 teams and IT/OT stakeholders.
Ability to participate in rotating shifts and after-hours on-call coverage.

Nice To Haves

Experience with IT Service Management platforms such as ServiceNow.

Responsibilities

Monitor incoming IT incidents and service requests as the centralized Tier 1 point of contact.
Manage support interactions through ServiceNow, telephone, Microsoft Teams Chat, and other approved channels.
Document, categorize, prioritize, update, and maintain required support-request information in ServiceNow.
Troubleshoot and perform initial triage, categorization, prioritization, and first-contact resolution.
Escalate unresolved or critical issues, including potential Major Incidents, to Tier 2 or specialized IT/OT support teams with complete and accurate information.
Monitor tickets throughout the support lifecycle and keep end users informed of progress.
Support timely resolution, SLA compliance, proper routing, and effective escalation management.
Build and maintain knowledge articles, troubleshooting documentation, and standard operating procedures.
Evaluate Help Desk KPIs and propose opportunities for service improvement, automation, knowledge creation, and support-process optimization.
Participate in the rotating after-hours on-call schedule and provide remote assistance during nights, weekends, holidays, emergencies, and other periods requiring 24x7 coverage.
Follow company policies, procedures, and standards to comply with applicable laws and industry regulations.
Participate in storm restoration tasks and assigned drills to support safe and reliable service recovery.
Perform additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.