Service Desk / Systems Support Analyst Philadelphia

Service Desk / Systems Support Analyst

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.

Key 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.

Required Qualifications:

• Minimum 35 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.

Preferred Qualifications:

• Experience supporting government, public sector, or regulated organizations.

U.S. Citizenship Requirement:

This position is restricted to U.S. citizens only in accordance with federal contract requirements. Applicants must provide proof of U.S. citizenship (such as a U.S. passport, birth certificate, or Certificate of Naturalization) prior to employment. Non-citizens, including lawful permanent residents (Green Card holders), are not eligible for this role.

Equal Employment Opportunity:

BVA Bears IT Solutions is committed to providing equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetic information, military/veteran status, or any other characteristic protected by law. Flexible work from home options available.