Overnight Service Desk Analyst

Service Desk Analyst – Overnight Support

Genesis10 is currently seeking a Service Desk Analyst – Overnight Support–for a 6-month contract-to-hire role with our client in Omaha, NE. This role will be on-site.

The Overnight Service Desk Analyst provides critical after-hours IT support for the organization, serving as the primary point of contact during overnight operations. This role requires a high level of independence, strong troubleshooting skills, and sound judgment to resolve incidents, manage escalations, and maintain service continuity. The analyst supports users across multiple channels while ensuring security, compliance, and documentation standards are met.

Responsibilities:

• Serve as the first point of contact for IT support during overnight hours, providing support via phone, live chat, and self-service ticket submissions
• Independently manage and prioritize incoming incidents and service requests based on business impact, urgency, and SLA requirements
• Diagnose, troubleshoot, and resolve hardware, software, application, and access-related issues
• Accurately log, categorize, prioritize, and document all tickets in the ITSM system
• Act as a frontline escalation point, engaging on-call technical teams or incident management resources as required
• Perform detailed shift handoffs to ensure continuity across support teams
• Resolve incidents and service requests using approved Knowledge Base (KB) articles and support shift-left objectives
• Perform approved User Access Management (UAM) activities, including identity verification, password resets, and executing access requests
• Deliver professional and effective support, clearly communicating technical information to non-technical users
• Adhere to ITIL-aligned processes, SOPs, and all security, access, and data handling policies

Requirements:

• 2 years of experience in IT support, Service Desk, or Help Desk environments
• Ability to work overnight shifts, including weekends and holidays as scheduled
• Strong independent troubleshooting and decision-making abilities
• Working knowledge of ITIL principles and service management concepts
• Excellent verbal and written communication skills
• Proven ability to operate effectively with limited supervision
• Experience using ITSM/ticketing systems (e.g., ServiceNow)
• Independent problem-solving and sound judgment under pressure
• Strong documentation discipline, accountability, and ownership
• Customer-first mindset and adaptability during incidents

Desired skills:

• Experience supporting 24x7 or overnight operations
• Familiarity with User Access Management (UAM) or identity-related support
• Knowledge of shift-left or Knowledge-Centered Service (KCS) models
• Experience supporting financial, regulated, or security-conscious environments
• Certifications such as CompTIA A, Network, Security, ITIL Foundation, or Microsoft certifications

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!