Representative II, Desk Side

Ensemble Health Partners•Cincinnati, OH

1d•Onsite

About The Position

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.

Requirements

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.
Comp TIA A+ Or other approved job relevant certification.

Nice To Haves

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).
MCDST (Microsoft Certified Desktop Support Technician) or higher
Experience in Windows Desktop Technologies, Office 365
Experience in Apple and Mac technologies

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.