Technical Service Desk Analyst I

Banner Health

Technical Service Desk Analyst providing tier 1 IT support via phone and chat for Banner Health. Handling technical issues related to user accounts and hardware/software.

Posted 6/26/2026full-timeRemote • Arizona, California, Colorado, Nevada, New York, Wyoming • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $35 per hourWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingissue resolutionremote desktop toolsITSM documentationticketing systemsnetwork connectivityMicrosoft Office O365hardware/software supportbusiness applications

Soft Skills

communication skillspresentation skillsorganizational skillscustomer interactionsupport group interactionprofessional communicationproblem-solvingteam coordinationproactive follow-upclear communication

Certifications

high school diplomaGED