Technical Service Desk Analyst I

Department Name:

Banner Staffing Services-AZ

Work Shift:

Day

Job Category:

Information Technology

A rewarding career that fits your life. Banner Staffing Services offers a world of opportunities to make an impact on one of the country’s leading health systems. If you’re looking to leverage your abilities – you belong at Banner Staffing Services.

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 an 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

technology and healthcare. Candidate should have strong communication and presentation skills to engage technical and non-technical audiences. As well as the ability to communicate and interact across facilities and at various levels. This is a remote position only if you live in the following states: AZ, CA, CO, NE, NV, or WY.

Banner Staffing Services (BSS) offers Registry/Per Diem opportunities within Banner Health. Registry/Per Diem positions are utilized as needed within our facilities. These positions are great way to start your career with Banner Health. As a BSS team member, you are eligible to apply (at any time) as an internal applicant to any regular opportunities within Banner Health.

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

Employee Assistance Program

Employee wellness program

Discount Entertainment tickets

Restaurant/Shopping discounts

Auto Purchase Plan

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.

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.

PREFFERED QUALIFICATIONS

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

Estimated Pay Range:

$23.16 - $34.74 / hour

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting.

This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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