Technical Service Desk Analyst I

Banner Health; Mesa (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Banner Health in Mesa, AZ is seeking an entry-level IT Support Technician to be the first line of contact for enterprise-wide IT services. You will provide remote and on-site assistance, resolve hardware and software issues, and help users stay productive through friendly, professional service.

This onsite role requires strong communication, a solid understanding of desktop and mobile devices, and familiarity with Microsoft Office 365.

Qualifications

• High school diploma or equivalent.
• Knowledge of desktop, mobile devices, and network connectivity.
• Familiarity with Microsoft Office 365 applications.
• Strong communication and organizational skills.

Responsibilities

• Provide first-contact IT support via phone, chat, and ticketing systems for user accounts, hardware, software, connectivity, and business applications.
• Utilize remote desktop tools to investigate and resolve issues without on-site intervention.
• Guide users through troubleshooting steps and document each interaction in the ITSM system.
• Coordinate escalations with logs and context to streamline handoffs and reduce rework.
• Monitor high-volume ticket queues and follow up on aging or high-impact incidents to meet SLA timelines.
• Maintain up-to-date knowledge of enterprise technology platforms, security policies, and support procedures.

Skills

Desktop devices

Network connectivity

Remote support

IT troubleshooting

Education

High School Diploma

Tools

Microsoft Office 365

Remote Desktop Tools

ITSM System

Job description

Primary City/State:

Mesa, Arizona

Department Name:

Banner Staffing Services-AZ

Work Shift:

Day

Job Category:

Information Technology

Additional Job Description

Banner Health was named to Fortune’s Most Innovative Companies in America 2025 list for the third consecutive year and named to Newsweek’s list of Most Trustworthy Companies in America for the second year in a row. We’re proud to be recognized for our commitment to the latest health care advancements and excellent patient care.

This is an onsite position located in Phoenix, Arizona.

Please note that this position is through Banner Staffing Services. Banner Staffing Services roles do not offer medical benefits or paid time off accrual. These roles are assignment based with no guarantee of hours and assignments can conclude at any time.

As a valued and respected Banner Health team member, you will enjoy:

• Competitive wages
• Paid orientation
• Flexible Schedules (select positions)
• Fewer Shifts Cancelled
• Weekly pay
• 403(b) Pre-tax retirement
• Resources for living (Employee Assistance Program)
• MyWell-Being (Wellness program)
• Discount Entertainment tickets
• Restaurant/Shopping discounts

Registry/Per Diem positions do not have guaranteed hours and no medical benefits package is offered. Completion of post-offer Occupational Health physical assessment, drug screen and background check (includes employment, criminal and education) is required.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

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.

Privacy Policy:

Privacy Policy