IT Service Desk Analyst (L1/L2) – CLETS Certified
At a glance
Mid-level IT Support & Helpdesk role at Lifted, an Upwork Company™. Remote, United States · contract.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Resolve Level 1 and Level 2 issues across computers, mobile devices, Microsoft 365 and network connections
- Work incidents, requests and escalations in ServiceNow or a comparable IT service platform
- Support law enforcement systems while following CLETS rules, security requirements and established procedures
- Triage basic NOC alerts, coordinate escalations, and keep technical records accurate
- Meet service targets while covering rotating shifts in a 24x7 service desk
What you bring
- An active CLETS certification, required for consideration
- Past work providing Level 1 and Level 2 help desk or service desk support
- Practical experience using ServiceNow or a comparable IT service management platform
- Knowledge of Windows, Microsoft 365 and network connectivity, plus remote troubleshooting experience
Who this fits
This contract role suits an IT support analyst comfortable handling both first- and second-level work in a 24x7 service desk. You must hold active CLETS certification and be available for rotating shifts.
From the employer
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.
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.
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