IT Help Desk Representative

Banner Health Tucson , AZ 85704

Posted 1 week ago

Please note: This is a requisition for various IT Service Desk Representative positions that are open at the Banner Corporate Center in Phoenix.

During the application process, you will have the opportunity to apply to multiple positions attached to this requisition. Applicants will be considered accordingly.

Banner Health is looking for a Help Desk Representative to join their IT Service Desk team. The IT Service Desk provides 1st level technical support via telephone and a self-service portal for all computer break/fix and request issues.

The ideal candidate will have the below qualifications:

  • High volume IT support desk call center experience

  • Excellent communication skills and demonstrated ability to work well with others

  • Remote desktop, application, and network support experience

  • IT knowledge and troubleshooting skills, as typically gained in a business environment

The IT Service Desk is operated 24/7/365. Employees are required to work 1st, 2nd, or 3rd shift, and holiday shifts, as needed.

New hires spend their onboarding and training time on day shift (typically for 6-8 weeks), after which a more permanent schedule will be determined based on real time call demand. Schedules are reviewed biannually to align with call demand.

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About Banner Health Corporate

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.

About Banner Health

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.

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Job Summary

This position functions as the first point of contact for customer support of IT issues for all internal and Banner-affiliated customers. The incumbent acts as a resource for the work group and assists in the role of answering, logging and resolving of customer issues

Essential Functions

  • Efficiently answers, troubleshoots, resolves, thoroughly documents and accurately triages incoming calls, web portal interactions and e-mails to the Service Desk.

  • Interacts with the customer, department and vendor support to facilitate first call incident resolution. Documents interactions with customers using Service Desk and Incident Management system.

    Escalates user issues as needed by contacting the appropriate resource group. Updates the incident tracking system as necessary. Provides updates to customers via the outgoing ACD message system and web-based communication tool.

  • Provides a high quality customer service experience to all customers and coworkers.

  • Coordinates closely with senior peers to identify, investigate, track, and resolve desktop, application and system issues, ensuring the solution is timely and of acceptable quality.

  • Assists in developing and utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members

Minimum Qualifications

Must possess strong knowledge as normally obtained through the completion of a bachelor's degree in computer science or related field or equivalent work experience.

Must also possess 2 or more years experience in a technology support role.

Must demonstrate general knowledge of information technology and healthcare. Needs experience in small scale project planning and reporting, either individual or team.

Requires communication and presentation skills to engage technical and non-technical audiences. Requires ability to communicate and interact across facilities and at various levels. Successful candidate will have skills to mentor less experienced team members. As is typical in this industry, variable shifts and hours may be required.

Preferred Qualifications

Previous experience in a large volume or complex technology call or support center.Previous experience in a healthcare or related environment.Additional related education and/or experience preferred.

Additional related education and/or experience preferred.

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IT Help Desk Representative

Banner Health