Service Desk Specialist - Extended ; Overnights

Position: Service Desk Specialist - Extended Hours Support (Overnights)
## Service Desk Specialist - Extended Hours Support (Overnights)
Apply locations:
US NE - Omahatime type:
Full time posted on:
Posted 2 Days Agojob requisition :
R2049837
** Company
* * Shared Services Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.
** Job Description
**** Role Summary
** The Service Desk Specialist (Extended Hours)
** 12:30am- 8:30am
** 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.
* ** Only Considering local candidates at this time**
* ** Must be a US Citizen or Green Card holder. No other visa status will be considered.
**** 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
* ** Hours 12AM-8:30AM
**** 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:  + Knowledge article creation or improvement  + Process refinement  + 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:  + 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
** 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., Service Now)
** 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…