Night-Shift IT Service Desk Analyst

Genesis10; Omaha (NE); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Sick Pay

Paid Time Off

Job summary

Genesis10 is seeking an Overnight Service Desk Analyst for a contract position with a major insurance company in Omaha, NE. This role provides critical after-hours IT support and acts as the primary contact during overnight operations.

Responsibilities include handling incidents via phone, chat, and self-service, logging tickets in ITSM, performing UAM tasks, and following ITIL processes. The compensation is $29.00-$31.00 per hour on a W2 basis, with contract-to-hire potential.

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).

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.
• Act as a frontline escalation point and engage on-call technical teams as required.
• Resolve incidents and service requests using approved Knowledge Base (KB) articles.
• Perform approved baseline User Access Management (UAM) activities, including identity verification, password resets, and account unlocks.
• Deliver professional, calm, and effective support in a low staffed, high impact overnight environment.
• Adhere to ITIL-aligned processes, SOPs, and escalation guidelines.

Skills

IT support experience

ITIL knowledge

Excellent communication

Independent troubleshooting

ServiceNow familiarity

Education

CompTIA A+; Network+; Security+ certifications

ITIL Foundation

Microsoft certifications

Tools

ServiceNow

Job description

Genesis10 is seeking an Overnight Service Desk Analyst for a contract position with a major insurance company in Omaha, NE. This role provides critical after-hours IT support and acts as the primary contact during overnight operations.

Responsibilities include handling incidents via phone, chat, and self-service, logging tickets in ITSM, performing UAM tasks, and following ITIL processes. The compensation is $29.00-$31.00 per hour on a W2 basis, with contract-to-hire potential.