Service Desk Specialist - Extended Hours Support (Overnights)

BP&C•Omaha, NE

3d•Onsite

About The Position

The Service Desk Specialist (Extended Hours) provides critical after-hours IT support for the organization, serving as the primary point of contact during overnight operations. This role requires a high level of independence, strong troubleshooting skills, and sound judgment to resolve incidents, manage escalations, and maintain service continuity with limited on-site leadership. The specialist supports users across multiple channels, adheres to established SLAs, participates in shift-left initiatives, and performs approved User Access Management (UAM) activities while ensuring security, compliance, and documentation standards are met.

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)
Must be a US Citizen or Green Card holder.

Nice To Haves

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

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
Ensure tickets include clear problem descriptions, troubleshooting steps, and resolution details
Escalate incidents appropriately when issues exceed authorization, scope, or skill level
Act as a frontline escalation point during overnight hours
Identify and initiate escalation for high-impact or critical incidents
Engage on-call technical teams, vendors, or incident management resources as required
Provide timely and professional status updates until resolution or handoff to the next shift
Perform detailed shift handoffs to ensure continuity across support teams
Resolve incidents and service requests using approved Knowledge Base (KB) articles
Support shift-left objectives by handling eligible requests at first contact
Identify recurring overnight issues suitable for: Knowledge article creation or improvement, Process refinement, Automation or self-service
Provide feedback to leadership on overnight trends and improvement opportunities
Perform approved baseline UAM activities, including: Identity verification and user validation per policy, Password resets and account unlock, Execution of approved access requests using documented workflows
Ensure all access-related actions align with least privilege principles, approvals, and audit requirements
Escalate exceptions or non-standard requests to IAM, Security, or application owner teams
Maintain precise documentation to support security and compliance reviews
Deliver professional, calm, and effective support in a low-staffed, high-impact overnight environment
Clearly communicate technical information to non-technical users
Manage user expectations during incidents and outages with transparency and empathy
Maintain a customer-focused mindset while balancing security and policy enforcement
Adhere to ITIL-aligned processes, SOPs, and escalation guidelines
Meet or exceed defined SLA and quality standards
Follow all security, access, and data handling policies
Support audit and compliance activities through accurate documentation and ticket hygiene