[Hiring] Service Desk Representative @Ensemble Health Partners

Role Description

The Service Desk Representative provides technical support and assistance to end users, ensuring timely resolution of issues that impact business operations within a healthcare revenue cycle environment. This role focuses on:

• Troubleshooting hardware, software, and application problems
• Maintaining accurate documentation
• Delivering a positive user experience
• Operating with moderate independence
• Contributing to improving service desk processes and efficiency

Key responsibilities include:

• Responding to incoming service requests and incidents by diagnosing and resolving routine technical issues within established service-level agreements
• Troubleshooting hardware, software, and application problems using approved tools and documented procedures
• Escalating complex issues to appropriate technical teams while maintaining ownership until resolution
• Documenting all interactions, troubleshooting steps, and resolutions in the ticketing system to ensure accurate records and reporting
• Assisting in onboarding activities by setting up user accounts, configuring access, and ensuring proper functionality of systems and devices
• Communicating effectively with end users to provide status updates and guidance throughout the resolution process

Qualifications

• Experience in technical support or related field
• Strong troubleshooting skills
• Excellent communication skills
• Ability to work independently and as part of a team

Requirements

• Proficiency in hardware and software troubleshooting
• Familiarity with ticketing systems
• Ability to document processes and procedures

Benefits

• Healthcare coverage for associates and their immediate families including parents
• Paid time off plans
• Retirement benefits
• Recognition and wellness programs
• Market competitive pay rates