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

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

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

• Contract

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.