Representative II, Desk Side

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Desk Side Representative II provides advanced hands-on and remote technical support for end users across the organization. This role serves as a Tier 2 deskside resource, responsible for diagnosing and resolving complex hardware, software, and access issues, supporting device lifecycle management, and ensuring a positive end‑user experience. The Rep II works closely with Service Desk, Asset Management, Networking, Security, and Client Access teams, and may serve as a subject matter resource for specific clients, tools, or environments.

This position is ON-SITE in Cincinnati, Ohio.

Job Competencies

• Valuing Differences - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas. Considers the collective.
• Collaboration - Works cooperatively within teams and partners with others, both internally and externally as needed, to achieve success; focuses on the results of the team, not the achievements of one person. It’s “All for One and One for All”
• Accountability - Accepts personal responsibility and/or consequences of failure and successes, delivering on commitments and refocusing effort when needed. Someone who is willing to step up and own it.
• Time Management - Effectively manages personal time and resources to ensure that work is completed efficiently.
• Developing Trust - Gains others’ confidence by acting with integrity and following through on commitments; treats others and their ideas with respect and supports them in the face of challenges.
• Takes Initiative - Takes prompt action to accomplish goals and achieve results beyond what is required; is proactive and pursues relentlessly.

Essential Job Functions

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
• Work effectively within a team environment to provide support to our users in a timely manner and with a positive customer service attitude.
• The ability to identify problems, link them to underlying issues and symptoms in order to determine a solution. Possesses ability to identify what issues should be escalated and what can be resolved personally.
• Customer Focused: Ability to anticipate users’ needs and remove barriers that hinder providing excellent service. Engages appropriate internal stakeholders as needed to resolve issues outside of individual scope of responsibility.
• Work closely with the IT team to communicate any challenges encountered along and provide recommendations for resolution.
• Perform escalations when necessary to vendors or internal departments and works with the other parties to resolve the issue to the satisfaction of the end user.
• Organized and dedicated, ability to work quickly following a process.
• Troubleshooting a variety of issues including but not limited to hardware, printing, scanning and software issues.

Primary Responsibilities

• Provide Tier 2 deskside and remote technical support for Windows and macOS endpoints, including laptops, desktops, monitors, printers, and peripherals.
• Troubleshoot and resolve complex issues related to hardware, operating systems, applications, VPNs, Citrix/VDI, authentication, and enterprise tools.
• Handle incident and request tickets assigned through ServiceNow, ensuring accurate documentation, communication, and timely resolution.
• Support device lifecycle activities including new hire setups, hardware refreshes, device replacements, reimaging, and decommissioning.
• Perform hands-on device imaging and provisioning using standard enterprise processes and tools (e.g., Autopilot, Intune).
• Assist with client-specific access issues (e.g., VDI, Citrix, Epic, external client environments) and coordinate escalation with appropriate internal or external teams.
• Install, configure, and support approved software packages and updates, both manually and via automated deployment tools.
• Maintain accurate asset and inventory records across asset management systems.
• Create and update knowledge base articles, process documentation, and internal job aids to support team efficiency and knowledge sharing.
• Serve as a mentor or informal resource for Desk Side Representative I team members.

Work Environment

• Onsite at the Blue Ash, OH office with limited hybrid/remote flexibility based on team schedule.
• Standard business hours with occasional off-hours work as needed for support or projects.

Required Qualifications

• 3+ years of experience in enterprise desktop or deskside support (Level 2 or equivalent).
• Strong working knowledge of Windows 10/11 and common enterprise hardware platforms.
• Experience troubleshooting applications, drivers, printers, VPNs, and VDI/Citrix environments.
• Familiarity with ticketing systems (e.g., ServiceNow) and ITIL-based workflows.
• Excellent customer service, communication, and documentation skills.
• Ability to work independently, manage multiple priorities, and follow established processes.

Preferred Qualifications

• Experience supporting hybrid or work‑from‑home users.
• Exposure to device management tools such as Microsoft Intune, Autopilot, SCCM, or similar.
• Experience supporting client-specific systems or regulated healthcare environments.
• Basic networking, security, or identity knowledge (VPN, certificates, MFA, AD/Azure AD).

Employment Qualifications

Ensemble Required License / Certification (Ex: CRCR) ONE CERTIFICATION PER FIELD

Comp TIA A+

Or other approved job relevant certification.

Desired Work Experience

1 to 3 Years

Desired Education

Bachelor's Degree or Equivalent Experience

Other Preferred Knowledge, Skills and Abilities

• MCDST (Microsoft Certified Desktop Support Technician) or higher
• Experience in Windows Desktop Technologies, Office 365

• Experience in Apple and Mac technologies is nice to have

• This position pays between $24.65– $33.10/hour based on experience

#LI-RL1

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Join an award-winning company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation

• Work-Life Flexibility

• Leadership

• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits –  We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. 

• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.  

• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. 

• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. 

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.  Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Employment Disclaimers – Ensemble