Service Desk / Systems Support Analyst – Philadelphia

BVA Bear's IT Solutions•South Middleton Township, PA

3d•Onsite

About The Position

BVA Bears IT Solutions is seeking a Service Desk / Systems Support Analyst – for a full‑time position primarily supporting City of Philadelphia facilities onsite. Candidates must reside within a reasonable commuting distance of Philadelphia. Limited remote work may be available as appropriate. The standard workday is 8 hours, scheduled between 8:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday, excluding City holidays, with flexibility required to support City Council meetings, hearings, and transition activities. Primary On-site Location Philadelphia City Hall 1400 John F. Kennedy Boulevard Philadelphia, PA 19107 The Service Desk / Systems Support Analyst provides centralized service desk operations and systems support for City Council, handling ticket intake, remote troubleshooting, routine maintenance, and compliance aligned system support. This position requires strong technical troubleshooting skills, disciplined documentation practices, and experience operating within established IT standards and security requirements.

Requirements

Minimum 3–5 years of IT service desk or systems support experience.
Experience with patch management, monitoring tools, and endpoint management.
Strong troubleshooting, documentation, and time management skills.

Nice To Haves

Experience supporting government, public sector, or regulated organizations.

Responsibilities

Serve as a primary point of contact for user service requests and technical issues.
Perform ticket intake, classification, prioritization, escalation, and resolution tracking.
Provide remote troubleshooting and support for end user systems and applications.
Perform operating system and application patching in accordance with City standards.
Utilize monitoring and RMM tools to identify and address system health issues.
Maintain device inventory, lifecycle records, and system documentation.
Support onboarding, offboarding, and knowledge transfer activities.
Contribute to service desk documentation and knowledge base materials.