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Open nowPosted 22 hours ago

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

Lifted, an Upwork Company™282 open roles

Where
California City, CA, United States, Remote
Work mode
Remote
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Your applicationOpen nowIT Service Desk Analyst (L1/L2) – CLETS CertifiedLifted, an Upwork Company™ · California City, CA, United States, Remote

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The clock on this job

Early applications get read.

12.7% of postings close within 7 days. Measured by our own scanner across the market. Lifted, an Upwork Company™ postings stay open a median of 12 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.5%3 days
  3. 12.7%7 days
  4. 20.4%14 days
  5. 35.6%30 days
  6. 58.7%60 days
This job: posted 22 hours ago

Lifted, an Upwork Company™ median: 12 days open

The posting

Company Description

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.

Job Description

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.

Qualifications

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

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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