Technical Service Desk Analyst I

Banner Health•Mesa, AZ

10d•Onsite

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 throughout the organization. The role balances rapid issue resolution with high-quality service by using structured troubleshooting processes, remote tools, and customer engagement skills. It documents and resolves a range of Tier 1 and Tier 1.5 issues involving hardware, software, applications, and connectivity, and contributes to process improvement through knowledge sharing and data-driven trend identification. This is an onsite position in Phoenix, Arizona, through Banner Staffing Services. Staffing Services assignments are based on need, have no guaranteed hours, and may conclude at any time. The role may require variable shifts and hours and carrying and responding to a pager.

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 for engaging technical and non-technical audiences.
Exceptional written and verbal communication skills.
Ability to work variable shifts and hours and 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 through phone, chat, and ticketing systems for issues involving user accounts, hardware, 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 using clear, supportive, professional communication; document each interaction in the ITSM system.
Coordinate escalations by collecting logs, screenshots, and issue context, and flag recurring issues for senior technical teams.
Monitor high-volume ticket queues and follow up on aging or high-impact incidents to support 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 identification of trends.