Service Desk / Systems Support Analyst – Philadelphia at BVA Bear's IT Solutions in PA-Boiling Springs-17007 Hybrid - US

Job description

• 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.
• 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.

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.

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

Skills

Required

• Strong technical troubleshooting skills
• Disciplined documentation practices
• Patch management
• Monitoring tools
• Endpoint management
• Time management

Benefits

• Health insurance
• Flexible work from home options available.