Overnight Itsm Jobs (NOW HIRING)

Job Summary:
Genesis10 is currently seeking a Service Desk Analyst – Overnight Support for a 6-month contract-to-hire role with their client in Omaha, NE. The Overnight Service Desk Analyst provides critical after-hours IT support, serving as the primary point of contact during overnight operations and managing incidents and service requests with minimal supervision.
Responsibilities:
• 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
• 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
• 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
• 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
• 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
• 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
• 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
Qualifications:
Required:
• 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:
• 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
Company:
Information Technology and Services Founded in 1999, the company is headquartered in New York, USA, with a team of 1001-5000 employees. The company is currently Late Stage.