Desktop Support Technician Y&L Consulting

• 3.3 Omaha, NE Job Details Temp-to-hire $26
• $28 an hour 19 hours ago Qualifications Live chat Interpersonal skills Incident management software Customer support ticket management ServiceNow CompTIA Security+ CompTIA A+ Ticketing system technical support

Full Job Description Job Description:

Shift will be overnight

• 12am
• 8:30 am

Role Summary:

The Overnight Service Desk Analyst 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 analyst 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.

Key Responsibilities:

Overnight Service Desk Support

• 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

Incident & Request Management:

• 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
• Escalation & After-Hours Judgment
• 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

• Shift-Left & Knowledge Utilization:

• 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: o Knowledge article creation or improvement o Process refinement o Automation or self-service
• Provide feedback to leadership on overnight trends and improvement opportunities User Access Management (UAM) Support
• Perform approved baseline UAM activities, including: o Identity verification and user validation per policy o Password resets and account unlocks o 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

• Customer Service & Communication:

• 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 Operational & Compliance Discipline
• 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

• Required 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)

Preferred Qualifications:

• 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: o CompTIA A+, Network+, or Security+ o ITIL Foundation o Microsoft certifications

Core Competencies:

• Independent problem-solving
• Sound judgment under pressure
• Strong documentation discipline
• Accountability and ownership
• Customer-first mindset
• Clear communication
• Adaptability during incidents

Pay:

$26.00

• $28.

00 per hour

Work Location:

In person