Information Technology Support Specialist

About the role

Lunate Technologies is seeking a first‑level IT Support Specialist to serve as the initial point of contact for internal technology requests. You will deliver professional service by diagnosing, resolving, and escalating hardware, software, and application issues while supporting asset and configuration management activities.

Key responsibilities

• Act as the primary contact for IT incidents via phone, email, chat or help‑desk platform.
• Perform first‑level troubleshooting for desktops, laptops, mobile devices, printers and common applications.
• Log, classify and track all incidents and service requests accurately.
• Escalate unresolved issues to second‑level or specialized teams according to SLAs.
• Assist with onboarding new employees, including workstation setup and software installation.
• Maintain and update the IT knowledge base with fixes and work‑arounds.
• Ensure accuracy of the Configuration Management Database (CMDB) and support asset lifecycle management.
• Participate in vendor contract and subscription management activities.

Required profile

• Minimum 60 months (5 years) of experience in IT support or a similar role.
• Strong troubleshooting capabilities and ability to follow documented processes.
• Familiarity with ITIL best practices and service‑desk operations.
• Attention to detail for maintaining CMDB and asset records.

Required skills

• ManageEngine ServiceDesk
• CMDB platforms
• Asset tracking tools
• ITIL Foundation certification
• Troubleshooting capabilities
• Helpdesk systems