Overnight Service Desk Analyst - Onsite

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 currently seeking an Overnight Service Desk Analyst for a contract position with a Major Insurance Company located in Omaha, NE; This is a contract to hire opportunity.

Compensation: $29.00 - $31.00 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 with limited supervision. The analyst will support users across multiple channels while ensuring security, compliance, and documentation standards are met.

Key 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

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)

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; or Microsoft certifications
• Independent problem-solving and sound judgment under pressure
• Strong documentation discipline, accountability, and ownership

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

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 of 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. #INDGEN10 #DIG10-MN