CLETS-Certified IT Service Desk Analyst (L1/L2) 24x7 Support

Lifted, an Upwork Company™; California City (CA); On-site; USD 39,000 - 55,000; Full time

Job summary

Lifted, an Upwork Company™, seeks a CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement. You will provide frontline technical support for law enforcement-related systems while adhering to CLETS security and operations procedures.

Candidates should have hands-on experience in L1/L2 service desk, incident management, and ITIL; comfortable in a 24x7 environment and capable of maintaining documentation and SLAs.

Qualifications

• CLETS certification required.
• Experience in Level 1/2 IT Service Desk or Help Desk.
• Hands-on with ServiceNow or similar ITSM platforms.
• Strong knowledge of Windows OS, Microsoft 365, and network connectivity.
• Ability to work in a 24x7 support environment and rotate shifts.
• Excellent communication, problem-solving, and documentation skills.

Responsibilities

• Provide L1 and L2 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 in ServiceNow or similar ITSM tools.
• Support law enforcement-related systems in compliance with CLETS requirements.
• Perform NOC alert triage and coordinate escalations when needed.
• Maintain accurate technical documentation and follow procedures.
• Meet SLAs and service desk performance goals.
• Work rotational shifts to support a 24x7 Service Desk.

Skills

CLETS Certification

IT Service Desk

Microsoft 365

Windows OS

Remote Troubleshooting

Incident Management

Documentation

24x7 Support

Communication

NOC Operations

Tools

ServiceNow

Windows OS

Job description

Lifted, an Upwork Company™, seeks a CLETS-Certified IT Service Desk Analyst (L1/L2) to support a long-term public-sector IT services engagement. You will provide frontline technical support for law enforcement-related systems while adhering to CLETS security and operations procedures.

Candidates should have hands-on experience in L1/L2 service desk, incident management, and ITIL; comfortable in a 24x7 environment and capable of maintaining documentation and SLAs.