Overnight Service Desk Analyst - Onsite

About the role

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.

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

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

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

Benefits

• 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
• 401(k)
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

Pay

$29.00 - $31.00 per hour, W2, based on qualifications.

Schedule

Working hours: Midnight to 8:30am.