Service Desk Analyst (Overnight Support) - 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 currently seeking a Service Desk Analyst (Overnight Support) - Onsite for a 6+ month contract-to-hire position with a Major Insurance Company located in Omaha, NE. This position is fully onsite.

Compensation: $24.00 - $28.00 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. The analyst will support users across multiple channels while adhering to established SLAs and performing approved User Access Management (UAM) activities.

Key Responsibilities

• Serve as the first point of contact for IT support during overnight hours, providing support via phone, live chat, and self-service ticket submissions
• Independently manage and prioritize incoming incidents and service requests with minimal supervision 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, ensuring clear problem descriptions, troubleshooting steps, and resolution details
• Act as a frontline escalation point, engaging on-call technical teams or incident management resources for high-impact incidents
• Perform detailed shift handoffs to ensure continuity across support teams
• Resolve incidents and service requests using approved Knowledge Base (KB) articles and support shift-left objectives
• Perform approved baseline User Access Management (UAM) activities, including identity verification, password resets, and execution of approved access requests
• Deliver professional, calm, and effective support, communicating technical information clearly to non-technical users
• Adhere to ITIL-aligned processes, SOPs, security policies, 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)
• Independent problem-solving and sound judgment under pressure
• Strong documentation discipline, accountability, and ownership
• Customer-first mindset and adaptability during incidents

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
• Microsoft certifications

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

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)

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