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.