IT Service Desk Technician

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 technica...