Technical Service Desk Analyst I

bannerhealth; Mesa (AZ); On-site; USD 42,000 - 64,000; Full time

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.

Skills

Customer communication

Troubleshooting

Remote support

Phone/Chat/ITSM

Education

High school diploma or GED

Tools

Office 365

Remote desktop tools

ITSM systems

Job description

Primary City/State:

Mesa, Arizona

Department Name:

Banner Staffing Services-AZ

Work Shift:

Day

Job Category:

Information Technology

POSITION SUMMARY

The position is the first line of support for enterprise-wide IT services, delivering remote technical assistance to users across the organization. This role balances rapid issue resolution with high-quality service by applying structured troubleshooting processes, remote tools, and customer engagement skills. This position documents and resolves a wide range of Tier 1 and Tier 1.5 technical issues involving hardware, software, applications, and connectivity, and contributes to process improvement through knowledge sharing and data-driven trend identification.

CORE FUNCTIONS

• 1. Provides first-contact technical support via phone, chat, and ticketing systems, ensuring timely and accurate resolution of IT issues related to user accounts, hardware/software, connectivity, and business applications.
• 2. Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time.
• 3. Guides users through troubleshooting steps, installations, or workarounds while maintaining a clear, supportive, and professional communication style. Documents each support interaction thoroughly in the ITSM system.
• 4. Coordinates escalations to appropriate teams by collecting logs, screenshots, and issue context to streamline handoff and avoid rework. Flags recurring issues for review by senior technical teams.
• 5. Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines.
• 6. Maintains up-to-date knowledge of enterprise technology platforms, security policies, and support procedures.

MINIMUM QUALIFICATIONS

• High school diploma/GED or equivalent working knowledge in a similar role is required.
• Must have knowledge in the use and operation of a wide range of desktop, mobile devices and network connectivity. Knowledge of Microsoft Office O365 applications is required.
• Ability to troubleshoot complex issues and interact with various levels of customer and support groups. Requires communication and presentation and organizational skills to engage technical and non-technical audiences. Requires ability to communicate and interact across all services and at various levels. Requires exceptional communication, both written and verbal.
• Working variable shifts and hours and carrying/responding to a pager may be required.

PREFFERED QUALIFICATIONS

• Knowledge of Information Technology in a fast-paced environment is preferred.
• Additional related education and/or experience preferred.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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