Technician, IT OT Help Desk

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

Job Summary:

Provides Tier 1 support as the centralized first point of contact for IT incidents and service requests by managing intake, documentation, classification, prioritization, initial troubleshooting, first‑contact resolution, and escalation through ServiceNow. Monitors ticket progress and deliver consistent, customer‑focused support across approved channels while participating in a rotating on‑call schedule to maintain 24x7 IT operations.

Job Description:

• Monitors incoming IT incidents and service requests as the centralized Tier 1 point of contact, receiving and managing support interactions through ServiceNow, telephone, Microsoft Teams Chat, and other approved channels.
• Tracks all support requests by accurately documenting, categorizing, prioritizing, updating, and maintaining required information in ServiceNow.
• Troubleshoots and performs initial triage, categorization, prioritization, and first‑contact resolution, escalating unresolved or critical issues -including potential Major Incidents- with complete and accurate information to Tier 2 or specialized IT/OT support teams.
• Monitors tickets throughout the support lifecycle and reports progress through continuous end‑user communication, ensuring timely resolution, SLA compliance, proper routing, and effective escalation management.
• Builds and maintains knowledge articles, troubleshooting documentation, and standard operating procedures to support consistent and effective Tier 1 service delivery.
• Evaluates Help Desk KPIs to identify recurring issues and proposes opportunities for service improvement, automation, knowledge creation, and optimization of support processes.
• Supports continuous IT operations by participating in the rotating after‑hours on‑call schedule and providing remote assistance during nights, weekends, holidays, emergencies, and other periods requiring 24x7 coverage.
• 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.

Additional Job Description:

Education & Experience

Required Qualifications:

• Technical Degree or Associate's Degree in Information Technology, Computer Science or related field.
• 1-3 years of hands‑on experience in a technical or support roles with at least 1 year of IT direct experience in Help Desk, Service Desk, technical support, end‑user support, or a similar technology support environment.
• Must be available to work overtime, weekends, holidays, rotating shifts and on‑call hours as needed, including during emergency response situations, to support business restoration efforts.

Preferred Qualifications:

• Experience with IT Service Management platforms like Service Now.

Competencies (Skills)

• Customer Service & Ownership: Delivers clear, customer‑focused support through strong communication, proactive follow‑through, and a commitment to positive end‑user experiences.
• Technical Troubleshooting & Fundamentals: Applies foundational IT troubleshooting skills and core knowledge of Microsoft technologies, network connectivity, identity/access, applications, endpoints, and cybersecurity concepts to resolve Tier 1 issues effectively.
• Incident Management & Process Discipline: Manages incidents and service requests by prioritizing, triaging, escalating, and adhering to established procedures, SLAs, routing guidelines, and knowledge articles in a fast‑paced operational environment.
• Documentation & ITSM Tools : Documents technical issues with accuracy and clarity and uses ServiceNow or similar ITSM platforms to manage ticket intake, tracking, and resolution workflows.
• Collaboration & Operational Flexibility: Works effectively with Tier 2 teams and IT/OT stakeholders and participates in rotating shifts and after‑hours on‑call coverage to support continuous IT operations.

Licenses/Certifications

N/A

Travel Requirements

Not Required

Physical Demands

• Stationary Position: Frequently
• Pushing/ Pulling/ Reaching: Seldom
• Kneel: Seldom
• Grab: Seldom
• Bend: Seldom
• Lift/ Carry over: 0 - 15 pounds

Working Conditions

• Wet or humid: Seldom
• Working near or on moving mechanical parts: Never
• Working near or on heavy machinery: Never
• Working in high places: Never
• Exposed to fumes or airborne particles: Never
• Frequency of working in outdoor weather conditions: Never
• Work with electricity: Never
• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.