Technical Service Desk Analyst I

Banner Health • Mesa, AZ

7d

About The Position

The Technical Service Desk Analyst I is the first line of support for enterprise-wide IT services, providing remote technical assistance to users across the organization. The role balances rapid issue resolution with high-quality service by using structured troubleshooting processes, remote tools, and customer engagement skills. The analyst documents and resolves 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.

Requirements

• High school diploma/GED or equivalent working knowledge in a similar role.
• Knowledge of the use and operation of a wide range of desktop and mobile devices and network connectivity.
• Knowledge of Microsoft Office O365 applications.
• Ability to troubleshoot complex issues and interact with customers and support groups at various levels.
• Communication, presentation, and organizational skills to engage technical and non-technical audiences.
• Exceptional written and verbal communication skills.
• Ability to work variable shifts and hours and to carry and respond to a pager may be required.

Nice To Haves

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

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems, resolving issues related to user accounts, hardware and software, connectivity, and business applications.
• Use remote desktop tools to investigate and resolve technical problems without onsite intervention.
• Guide users through troubleshooting, installations, and workarounds with clear, supportive, and professional communication; thoroughly document each interaction in the ITSM system.
• Coordinate escalations by collecting logs, screenshots, and issue context to streamline handoffs and reduce rework; flag recurring issues for senior technical teams.
• Monitor high-volume ticket queues and follow up on aging or high-impact incidents to ensure closure within SLA timelines.
• Maintain current knowledge of enterprise technology platforms, security policies, and support procedures.
• Contribute to process improvement through knowledge sharing and data-driven trend identification.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED