Service Desk – Systems Support Analyst

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor in Philadelphia seeks an experienced IT service desk specialist to provide end-user support within a city government environment. Responsibilities include ticket intake, triage, remote troubleshooting, patching, and documentation, with on-site support for City facilities.

The ideal candidate has 3–5 years in IT service desk, familiarity with RMM and monitoring tools, strong time management, and ability to work 8:00 a.m.–6:00 p.m. ET weekdays, with citizenship verification required.

Qualifications

• 3–5 years 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.

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
• Support City of Philadelphia facilities primarily onsite

Skills

IT Service Desk Experience

Troubleshooting Skills

Patch Management

Monitoring Tools

Documentation Skills

Tools

RMM Tools

Monitoring Tools

Job description

• 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

• 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

Core Competencies

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 Experience
• Troubleshooting Skills
• Patch Management
• Monitoring Tools
• Documentation Skills

ATS Optimization Keywords

Hard Skills

• Ticket Intake
• Classification
• Prioritization
• Escalation
• Resolution Tracking
• Remote Troubleshooting
• Operating System Patching
• Application Patching
• Device Inventory Management
• Knowledge Transfer

Soft Skills

• Time Management
• Flexibility

Industry Keywords

• Public Sector Experience
• Regulated Organizations
• City Standards

Tools & Technologies

• RMM Tools
• Monitoring Tools