Job Summary:
Genesis10 is currently seeking a Service Desk Analyst โ 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:
โข Serve as the first point of contact for IT support during overnight hours
โข Provide support via phone, live chat, and self-service ticket submissions
โข Independently manage incoming incidents and service requests with minimal supervision
โข Prioritize issues based on business impact, urgency, and SLA requirements
โข Diagnose, troubleshoot, and resolve hardware, software, application, and access-related issues
โข Accurately log, categorize, prioritize, and document all tickets in the ITSM system
โข Ensure tickets include clear problem descriptions, troubleshooting steps, and resolution details
โข Escalate incidents appropriately when issues exceed authorization, scope, or skill level
โข Act as a frontline escalation point during overnight hours
โข Identify and initiate escalation for high-impact or critical incidents
โข Engage on-call technical teams, vendors, or incident management resources as required
โข Provide timely and professional status updates until resolution or handoff to the next shift
โข Perform detailed shift handoffs to ensure continuity across support teams
โข Resolve incidents and service requests using approved Knowledge Base (KB) articles
โข Support shift-left objectives by handling eligible requests at first contact
โข Identify recurring overnight issues suitable for: Knowledge article creation or improvement, Process refinement, Automation or self-service
โข Provide feedback to leadership on overnight trends and improvement opportunities
โข 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
โข Ensure all access-related actions align with least privilege principles, approvals, and audit requirements
โข Escalate exceptions or non-standard requests to IAM, Security, or application owner teams
โข Maintain precise documentation to support security and compliance reviews
โข Deliver professional, calm, and effective support in a lowโstaffed, highโimpact overnight environment
โข Clearly communicate technical information to non-technical users
โข Manage user expectations during incidents and outages with transparency and empathy
โข Maintain a customer-focused mindset while balancing security and policy enforcement
โข Adhere to ITIL-aligned processes, SOPs, and escalation guidelines
โข Meet or exceed defined SLA and quality standards
โข Follow all security, access, and data handling policies
โข Support audit and compliance activities through accurate documentation and ticket hygiene
Qualifications:
Required:
โข 2+ years of experience in IT support, Service Desk, or Help Desk environments
โข Ability to work overnight shifts, including weekends and holidays as scheduled
โข Strong independent troubleshooting and decisionโmaking abilities
โข Working knowledge of ITIL principles and service management concepts
โข Excellent verbal and written communication skills
โข Proven ability to operate effectively with limited supervision
โข Experience using ITSM/ticketing systems (e.g., ServiceNow)
Preferred:
โข Experience supporting 24x7 or overnight operations
โข Familiarity with User Access Management (UAM) or identity-related support
โข Knowledge of shift-left or Knowledge-Centered Service (KCS) models
โข Experience supporting financial, regulated, or security-conscious environments
โข 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.