LUMA Energy
ITServiceDeskTechnician
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Service Desk Technician at LUMA Energy. Skills: IT operations, incident resolution, customer support, technical support, IT documentation, knowledge base management. Supports LUMA’s IT operations by analyzing, resolving, and documenting issues related to IT infrastructure and core applications.. Ensures timely and effective incident resolution to maintain continuity and quality of internal technology services.”
Industry & Context.
Critical thinking and problem-solving abilities.
40% Travel Requirements, Stationary Position: Frequently, Pushing/ Pulling/ Reaching: Frequently, Kneel: Occasionally, Grab: Frequently, Bend: Occasionally, Lift/Carry over: 16 to 35 pounds, 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, Participates in storm restoration tasks and assigned drills
What They're Looking For.
Must Have
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 working in fast‑paced, customer-facing support environments., Associate’s degree in information technology, Computer Science, or a related field.
Nice to Have
Experience with Active Directory, network troubleshooting, and VOIP systems is _preferred_.
What You'll Do.
Supports LUMA’s IT operations by analyzing
and documenting issues related to IT infrastructure and core applications.
Ensures timely and effective incident resolution to maintain continuity and quality of internal technology services.
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
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.
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
and operating systems to deliver accurate and effective technical support.
Applies 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
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.
How You'll Work.
Team & Collaboration
Escalates complex or unresolved issues with well-documented technical details to enable efficient resolution by senior IT teams.
Communication Scope
Excellent verbal and written communication skills.; Active listening; the ability to translate technical issues into clear, user‑friendly language.
Full Job Description
**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** *
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