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IT Service Desk Technician

• Posted 2 days ago • Updated 8 hours ago

Full Time

Fitment

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Job Details

Skills

IT Operations
IT Infrastructure
Customer Support
Knowledge Base
Regulatory Compliance
Apache Storm
SAFE
Recovery
Information Technology
Computer Science
Service Desk
Technical Support
Computer Hardware
Operating Systems
ITIL
Change Request Management
Active Directory
Network
VoIP
Customer Facing
Communication
Active Listening
Critical Thinking
Problem Solving
Conflict Resolution
Management
Adaptability
Attention To Detail
Documentation
Mechanical Engineering
Energy
Military

IT Operations
IT Infrastructure
Customer Support
Knowledge Base
Regulatory Compliance
Apache Storm
SAFE
Recovery
Information Technology
Computer Science
Service Desk
Technical Support
Computer Hardware
Operating Systems
ITIL
Change Request Management
Active Directory
Network
VoIP
Customer Facing
Communication
Active Listening
Critical Thinking
Problem Solving
Conflict Resolution
Management
Adaptability
Attention To Detail
Documentation
Mechanical Engineering
Energy
Military

Summary

Job Summary:
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.

Job Description:

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.

Additional Job Description:

Education

Associate's degree in information technology, Computer Science, or a related field.

Experience

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

Competencies (Skills)

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.

Licenses/Certifications

Travel Requirements

Physical Demands:

Stationary Position: Frequently
Pushing/ Pulling/ Reaching: Frequently
Kneel: Occasionally
Grab: Frequently
Bend: Occasionally
Lift/Carry over: 16 to 35 pounds

Working Conditions:

Wet or humid: Seldom
Working near or on moving mechanical parts: Seldom
Working near or on heavy machinery: Occasionally
Working in high places: Seldom
Exposed to fumes or airborne particles: Seldom
Frequency of working in outdoor weather conditions: Seldom
Work with electricity: Seldom
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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 80183634
Position Id: 4834a91d6aa095136e4a4c63315a55b4
Posted 2 days ago

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