Technical Service Desk Analyst I

Technical Service Desk Analyst I

Our IT Service Desk Department provides 1st level technical support via telephone, chat and a self-service portal for all computer break/fix and request issues. As a Technical Service Desk Analyst I you will be responsible for answering calls and chats regarding break/fix issues and requests. You will have the opportunity to thrive in a high call volume environment, demonstrating your exceptional communication skills and teamwork abilities.

The Technical Service Desk Analyst I is operated 24/7/365. Employees are expected to work 40 hours weekly on 1st, 2nd, or 3rd shift, and holiday shifts, as needed. New hires will be on day shift for training (typically for 6-8 weeks), after which a more permanent schedule will be determined based on real time call demand. Schedules are reviewed annually to align with call demand. An ideal candidate would possess strong knowledge as normally obtained through the completion of a Bachelor's Degree with 2+ years of experience in a technology support role. Candidate must demonstrate general knowledge of information

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.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

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

• 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.
• Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time.
• 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.
• 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.
• Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines.
• 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.

Preferred 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

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability