Overnight Service Desk Analyst – Onsite

Genesis10; Omaha (NE); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Job summary

Genesis10 is seeking an Overnight Service Desk Analyst (Onsite) in Omaha, NE for a 6+ month contract-to-hire with a major Insurance Company. The role provides after-hours IT support, incident resolution, and service continuity across channels.

You will log and manage tickets in ITSM (ServiceNow), follow ITIL-based processes, and support UAM activities. Overnight shifts with weekend/holiday coverage are required, delivering professional, clear assistance to users.

Qualifications

• 2+ years of IT support, Service Desk, or Help Desk experience.
• Ability to work overnight shifts, including weekends/holidays.
• Strong independent troubleshooting and decision-making abilities.
• Working knowledge of ITIL principles and service management concepts.

Responsibilities

• Serve as the first point of contact during overnight hours via phone, chat, and self-service tickets.
• Prioritize and manage incidents based on business impact, urgency, and SLAs.
• Diagnose, troubleshoot, and resolve hardware, software, and access issues.
• Log, categorize, and document tickets in ITSM with clear steps and resolutions.
• Act as frontline escalation point and coordinate with on-call teams for high-impact incidents.
• Perform shift handoffs to ensure continuity across teams.
• Conduct UAM activities including identity verification and password resets.

Skills

Troubleshooting

ITIL knowledge

Verbal & written communication

Independent work

UAM knowledge

Tools

ServiceNow

Job description

Genesis10 is seeking an Overnight Service Desk Analyst (Onsite) in Omaha, NE for a 6+ month contract-to-hire with a major Insurance Company. The role provides after-hours IT support, incident resolution, and service continuity across channels.

You will log and manage tickets in ITSM (ServiceNow), follow ITIL-based processes, and support UAM activities. Overnight shifts with weekend/holiday coverage are required, delivering professional, clear assistance to users.