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Service Desk – Systems Support Analyst
BVA Bear's IT SolutionsService desk analyst supporting City Council users and systems for Philadelphia facilities. Handling tickets, troubleshooting, patching, monitoring, and endpoint documentation.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service desk operations, including ticket management, troubleshooting, and patch management, while effectively supporting end users in a government or regulated environment.
Highest-signal resume keywords
IT Service Desk ExperienceTroubleshooting SkillsPatch ManagementMonitoring ToolsDocumentation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket IntakeClassificationPrioritizationEscalationResolution TrackingRemote TroubleshootingOperating System PatchingApplication PatchingDevice Inventory ManagementKnowledge Transfer
Soft Skills
Time ManagementFlexibility
Tools & Technologies
RMM ToolsMonitoring Tools
Industry Keywords
Public Sector ExperienceRegulated OrganizationsCity Standards
About the role
Key responsibilities & impact- 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
- Support City of Philadelphia facilities primarily onsite
Requirements
What you’ll need- 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
- Experience supporting government, public sector, or regulated organizations preferred
- Must reside within a reasonable commuting distance of Philadelphia
- U.S. citizenship required; proof of citizenship must be provided prior to employment
- Non-citizens, including lawful permanent residents, are not eligible
- Flexibility to support City Council meetings, hearings, and transition activities
- Ability to work an 8-hour workday scheduled between 8:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday, excluding City holidays
Benefits
Comp & perks- Health insurance
- Limited remote work may be available as appropriate
- Flexible work from home options available