IT Service Desk Analyst I: First-Line Support

bannerhealth

Mesa (AZ)

On-site

USD 42,000 - 64,000

Full time

5 days ago

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Job summary

Banner Health's Banner Staffing Services-AZ in Mesa, AZ is hiring an IT Help Desk Technician to be the first line of support for enterprise IT services. This role provides remote assistance, documents issues, and resolves Tier 1 problems across hardware, software, and connectivity using structured troubleshooting and ITSM tools.

The candidate will communicate clearly, guide users through steps, and escalate when needed.

Qualifications

High school diploma or GED required.
Knowledge of desktop and mobile devices and network connectivity.
Experience with Microsoft Office 365 applications.
Ability to troubleshoot complex issues and communicate clearly.

Responsibilities

Provides first-contact technical support via phone, chat, and ticketing systems.
Uses remote desktop tools to investigate and resolve issues without onsite visits.
Guides users through troubleshooting steps and documents interactions in ITSM.
Coordinates escalations with logs and context to streamline handoff.
Monitors ticket queues and follows up on aging or high-impact incidents.
Maintains knowledge of enterprise platforms, policies, and procedures.