IT Service Desk Analyst (L1/L2) – CLETS Certified
About The Position
An enterprise client is seeking an experienced CLETS-certified IT Service Desk Analyst (L1/L2) for 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. The role provides Level 1 and Level 2 service desk support, incident management, and technical troubleshooting in a 24x7 Service Desk environment. Support includes desktops, laptops, mobile devices, Microsoft 365, network connectivity, and law enforcement-related systems subject to CLETS requirements. The analyst also performs basic NOC alert triage, coordinates escalations, maintains documentation, and works to meet service-level agreements and service desk performance goals. Rotational shifts are required.
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.
Responsibilities
- 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.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
