Primary City/State: Mesa, Arizona Department Name: Banner Staffing Services-AZ Work Shift: Day Job Category: Information Technology 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 1. 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. 2. Utilizes remote desktop tools to investigate and resolve technical problems without requiring onsite intervention, reducing downtime and improving response time. 3. 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. 4. 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. 5. Monitors high-volume ticket queues and proactively follows up on aging or high-impact incidents to ensure closure within SLA timelines. 6. 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. EEO Statement: EEO/Disabled/Veterans Our organization supports a drug-free work environment. Privacy Policy: Privacy Policy Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit-eligible positions. Please visit our Benefits Guide for more information. EEO/Disabled/Veterans Banner Health supports a drug-free work environment. Privacy Policy As of Sept. 9, 2026, Apple Sign-In will no longer be supported on our career site due to technical issues. If you’ve used Apple “Hide My Email”: Please create a new account using your personal email address or use a Google or LinkedIn account. If you have active application, please contact [email protected] for assistance merging your profiles so no history is lost. If you’ve used Apple and shared your email: To regain access, select ‘Sign in with email’ and use the ‘Forgot Your Password?’ feature – enter your Apple email and the follow the reset steps to access your account. You can also sign in with Google or LinkedIn using the same email. Your account and application history are fully intact. Need help? Contact the Banner Health Talent Acquisition team at [email protected]. This website contains the current Banner Health job openings. Applications submitted on this site will be securely submitted for consideration. Applying via our careers website is the only way to obtain employment with Banner Health. We will never ask you for personal or banking information, or for equipment to be purchased or sent to us as part of the hiring process. Job seekers should only respond to communication from Banner’s email domain, @bannerhealth.com. For questions or to report a scam visit our contact page.

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