IT/OT Help Desk Technician — 24x7 Support

LUMA Energy ServCo; San Juan (PR); On-site; USD 38,000 - 52,000; Full time

Job summary

LUMA Energy ServCo is seeking a Tier 1 IT Support professional to act as the centralized first contact for incidents and service requests. You will manage intake in ServiceNow, perform initial triage, and resolve or escalate issues to Tier 2 as required.

You will monitor tickets, communicate progress, and contribute to knowledge base improvements while supporting a 24x7 operation with rotating on‑call responsibilities. Strong IT fundamentals and customer‑focused communication are essential.

Qualifications

• 1–3 years in a technical or support role, with IT help desk/service desk experience.
• Experience with IT Service Management platforms like ServiceNow.
• Willingness to work overtime, weekends, holidays, rotating shifts and on‑call hours.
• Strong communication and troubleshooting skills for end‑user support.

Responsibilities

• Serve as the centralized Tier 1 IT contact via ServiceNow, phone, and chat.
• Document, categorize, prioritize, and track tickets accurately.
• Perform initial triage and first‑contact resolution; escalate when needed.
• Communicate ticket progress to users and ensure SLA adherence.
• Create and maintain knowledge articles and standard operating procedures.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Education

Technical Degree in IT or related

Tools

ServiceNow

Job description

LUMA Energy ServCo is seeking a Tier 1 IT Support professional to act as the centralized first contact for incidents and service requests. You will manage intake in ServiceNow, perform initial triage, and resolve or escalate issues to Tier 2 as required.

You will monitor tickets, communicate progress, and contribute to knowledge base improvements while supporting a 24x7 operation with rotating on‑call responsibilities. Strong IT fundamentals and customer‑focused communication are essential.