Representative I, Desk Side

Ensemble Health Partners•Cincinnati, OH

3h•Onsite

About The Position

The Representative I, Desk Side is responsible for providing timely, effective and customer-focused IT issue resolution for remote and local team members in accordance with IT support standards, procedures, and policies. The Representative will support the management of IT end-users’ assets and provide input into the IT helpdesk process and system improvements. Routine functions include imaging of computer systems for new users, maintaining and troubleshooting connectivity issues with shared networks, troubleshooting software and internal equipment. Interacts daily with IT resources from other teams 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. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Requirements

Comp TIA A+ or equivalent (can be obtained in the role)
Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
Willing to go ON-SITE 5 days a week, Monday- Friday 8-4:30pm

Nice To Haves

1 to 3 years of professionally related experience
Associate degree or Equivalent Experience

Responsibilities

Provide timely, effective and customer-focused IT issue resolution for remote and local team members.
Support the management of IT end-users’ assets.
Provide input into the IT helpdesk process and system improvements.
Image computer systems for new users.
Maintain and troubleshoot connectivity issues with shared networks.
Troubleshoot software and internal equipment.
Interact daily with IT resources from other teams.
Work effectively within a team environment to provide support to users in a timely manner and with a positive customer service attitude.
Identify problems, link them to underlying issues and symptoms in order to determine a solution.
Identify what issues should be escalated and what can be resolved personally.
Anticipate users’ needs and remove barriers that hinder providing excellent service.
Engage appropriate internal stakeholders as needed to resolve issues outside of individual scope of responsibility.
Communicate any challenges encountered to the IT team and provide recommendations for resolution.
Perform escalations when necessary to vendors or internal departments and work with other parties to resolve the issue to the satisfaction of the end user.
Work quickly following a process.
Troubleshoot a variety of issues including but not limited to hardware, printing, scanning and software issues.