IT Service Desk Analyst (L1/L2) – CLETS Certified

Experience level: not applicable.

This opportunity is ideal for IT support professionals with hands-on experience in Level 1 and Level 2 service desk operations, incident management, and technical troubleshooting. Candidates should be comfortable working in a 24x7 Service Desk environment and supporting systems that require compliance with CLETS requirements.

What You'll Do

• Provide Level 1 and Level 2 IT support for desktops, laptops, mobile devices, Microsoft 365, and network connectivity.

• Troubleshoot technical issues and resolve incidents and service requests.

• Manage incidents, service requests, and escalations through ServiceNow or similar IT service management platforms.

• Support law enforcement-related systems in compliance with CLETS requirements.

• Perform basic Network Operations Center (NOC) alert triage and coordinate escalations when needed.

• Maintain accurate technical documentation and follow established procedures.

• Meet defined service-level agreements (SLAs) and support service desk performance goals.

• Work rotational shifts to support a 24x7 Service Desk environment.

Requirements

• Active CLETS certification (mandatory).

• Previous experience providing Level 1 and Level 2 IT Service Desk or Help Desk support.

• Hands-on experience with ServiceNow or similar IT service management (ITSM) platforms.

• Strong knowledge of Windows operating systems, Microsoft 365, and network connectivity.

• Experience with remote troubleshooting and technical issue resolution.

• Familiarity with ITIL processes, incident management, and security protocols.

• Ability to work rotational shifts in a 24x7 support environment.

• Strong communication, problem-solving, and documentation skills.

Nice to Haves

• Previous experience supporting public-sector or government IT environments.

• Experience supporting law enforcement technology systems.

• Familiarity with basic Network Operations Center (NOC) operations and alert triage.

• Experience working with service-level agreements (SLAs) and IT service management processes.

Additional Information

• Long-term contract opportunity supporting a public-sector IT services engagement.

• Candidates must have CLETS certification to be considered.

• Availability for rotational shifts in a 24x7 Service Desk environment is required.

• Candidates should be prepared to provide their resume and CLETS certification or attestation.

• Please include your relevant IT support experience, current location, expected hourly rate, and availability when applying.

An enterprise client is seeking an experienced CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement.

The selected consultant will provide technical support for law enforcement-related systems, helping maintain reliable IT services while following applicable security requirements and operational procedures.