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

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.