Service Desk Analyst (Overnight Support) - Onsite

Service Desk Analyst (Overnight Support)

Genesis10 is currently seeking a Service Desk Analyst (Overnight Support) for a 6+ month contract-to-hire position with a Major Insurance Company located in Omaha, NE. This position is fully onsite. Compensation: $24.00 - $28.00 per hour, W2, based on qualifications.

Position Overview: The Overnight Service Desk Analyst provides critical after-hours IT support, serving as the primary point of contact during overnight operations. This role requires a high level of independence and strong troubleshooting skills to resolve incidents, manage escalations, and maintain service continuity. The analyst will support users across multiple channels while adhering to established SLAs and performing approved User Access Management (UAM) activities.

Key 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 with minimal supervision 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, ensuring clear problem descriptions, troubleshooting steps, and resolution details
• Act as a frontline escalation point, engaging on-call technical teams or incident management resources for high-impact incidents
• 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 baseline User Access Management (UAM) activities, including identity verification, password resets, and execution of approved access requests
• Deliver professional, calm, and effective support, communicating technical information clearly to non-technical users
• Adhere to ITIL-aligned processes, SOPs, security policies, and escalation guidelines

Primary 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+, or Security+
• ITIL Foundation
• 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!