Overnight Service Desk Analyst

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 .

Compensation: $24.00-28.85/hr. W2, depending on skill and experience level. Salary range of $50,000 - $60,000/year.

Available Shifts:
4 PM - 12:30 AM
12:30 AM - 8:30 AM

Role Summary
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 with limited on-site leadership.
The analyst supports users across multiple channels, adheres to established SLAs, participates in shift-left initiatives, and performs approved User Access Management (UAM) activities while ensuring security, compliance, and documentation standards are met.

Key Responsibilities
Overnight Service Desk Support

• Serve as the first point of contact for IT support during overnight hours
• Provide support via phone, live chat, and self-service ticket submissions
• Independently manage incoming incidents and service requests with minimal supervision
• Prioritize issues based on business impact, urgency, and SLA requirements

Incident & Request Management

• Diagnose, troubleshoot, and resolve hardware, software, application, and access-related issues
• Accurately log, categorize, prioritize, and document all tickets in the ITSM system
• Ensure tickets include clear problem descriptions, troubleshooting steps, and resolution details
• Escalate incidents appropriately when issues exceed authorization, scope, or skill level

Escalation & After-Hours Judgment

• Act as a frontline escalation point during overnight hours
• Identify and initiate escalation for high-impact or critical incidents
• Engage on-call technical teams, vendors, or incident management resources as required
• Provide timely and professional status updates until resolution or handoff to the next shift
• Perform detailed shift handoffs to ensure continuity across support teams

Shift-Left & Knowledge Utilization

• Resolve incidents and service requests using approved Knowledge Base (KB) articles
• Support shift-left objectives by handling eligible requests at first contact
• Identify recurring overnight issues suitable for:
  • Knowledge article creation or improvement
  • Process refinement
  • Automation or self-service
• Provide feedback to leadership on overnight trends and improvement opportunities

User Access Management (UAM) Support

• Perform approved baseline UAM activities, including:
  • Identity verification and user validation per policy
  • Password resets and account unlocks
  • Execution of approved access requests using documented workflows
• Ensure all access-related actions align with least privilege principles, approvals, and audit requirements
• Escalate exceptions or non-standard requests to IAM, Security, or application owner teams
• Maintain precise documentation to support security and compliance reviews

Customer Service & Communication

• Deliver professional, calm, and effective support in a low-staffed, high-impact overnight environment
• Clearly communicate technical information to non-technical users
• Manage user expectations during incidents and outages with transparency and empathy
• Maintain a customer-focused mindset while balancing security and policy enforcement

Operational & Compliance Discipline

• Adhere to ITIL-aligned processes, SOPs, and escalation guidelines
• Meet or exceed defined SLA and quality standards
• Follow all security, access, and data handling policies
• Support audit and compliance activities through accurate documentation and ticket hygiene

Required Qualifications

• 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)

Preferred Qualifications

• 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+, or Security+
  • ITIL Foundation
  • Microsoft certifications

Core Competencies

• Independent problem-solving
• Sound judgment under pressure
• Strong documentation discipline
• Accountability and ownership
• Customer-first mindset
• Clear communication
• Adaptability during incidents

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

About Genesis10:

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:
• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website .

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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