Senior IT Service Desk Analyst - Overnight Shift, Contract

We are seeking an experienced Service Desk Analyst to support a fast-paced, mission-critical IT operations environment. This role is responsible for ensuring service requests, incidents, and operational communications are handled accurately, professionally, and with a high sense of urgency., * Manage incoming service requests, incidents, and operational notifications through an IT Service Management (ITSM) platform.

• Monitor and respond to emails from internal teams and business stakeholders.
• Create, update, assign, and track service tickets through resolution.
• Communicate directly with end users, technical teams, vendors, and business partners regarding incidents and service requests.
• Escalate issues to the appropriate technical support teams when necessary.
• Coordinate with Incident Management during service-impacting events.
• Provide timely updates regarding system issues, maintenance activities, and service restoration.
• Maintain accurate documentation and detailed ticket notes.
• Follow established operational procedures, service level agreements (SLAs), and escalation processes.
• Deliver exceptional customer service while supporting a high-availability IT environment.

The ideal candidate is highly organized, customer-focused, and thrives in an environment where responsiveness, communication, and attention to detail are essential., * 3+ years of Service Desk, Help Desk, Technical Support, or IT Operations experience.

• Experience working with an IT Service Management platform such as Remedy, ServiceNow, Jira Service Management, or similar.
• Strong understanding of incident management and escalation procedures.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong analytical and troubleshooting skills.
• Experience supporting Microsoft Windows and Microsoft Office environments.
• Professional, customer-focused attitude with strong interpersonal skills.
• Ability to remain calm and make sound decisions under pressure.
• Ability to reliably work overnight and weekend shifts., * Experience supporting enterprise, government, healthcare, financial services, transportation, or other high-availability operational environments.
• Experience using Remedy ITSM.
• Familiarity with ITIL Incident Management practices.
• Experience coordinating activities across multiple technical support teams.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

What We’re Looking For

• Strong sense of ownership and accountability.
• Excellent organizational and time management skills.
• Outstanding written and verbal communication.
• Ability to build relationships with technical and non-technical stakeholders.
• A proactive, solution-oriented mindset.
• Ability to work independently while collaborating effectively within a team.
• Comfortable working in an environment where responsiveness and accuracy are critical to business operations.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance