Representative, Service Desk

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:

The Service Desk Representative II serves as the first point of contact for IT support across the organization, delivering high-quality customer service through phone calls with users. This role is responsible for resolving incidents, ensuring accurate documentation, and adhering to ITIL-based processes, security standards, and service level expectations. The representative plays a key role in customer satisfaction, knowledge management, and continuous improvement.

Essential Job Functions

• Provide support via phone calls to end users via Five9 and ServiceNow.
• Diagnose and resolve incidents on first call, if possible, using structured troubleshooting and remote support tools.
• Accurately log, categorize, prioritize, and document all interactions in ServiceNow in alignment with audit and documentation standards.
• Achieve and maintain performance metrics including First Call Resolution (FCR), quality scores, and SLA compliance.
• Escalate incidents appropriately using defined tiers (L2/L3, Major Incident, or vendor/client IT) following established procedures.
• Follow identity verification and security protocols prior to performing account or access-related actions (aligned to Zero Trust principles).
• Maintain high-quality ticket documentation, including caller details, issue description, troubleshooting steps, and resolution outcomes.
• Contribute to knowledge management by creating, updating, and utilizing knowledge base articles in ServiceNow.
• Support continuous improvement by identifying trends, recurring issues, and process gaps to your leadership and work on solutions to improve the Service Desk workflows.
• Collaborate with internal teams, leadership, and client IT partners to ensure timely resolution of issues.
• Adhere to shift schedules, attendance expectations, and operational readiness requirements.

This document is not an exhaustive list of responsibilities and may be updated based on business needs.

Employment Qualifications

• Required Minimum Education: High School Diploma or equivalent
• Preferred Education: Associate or bachelor’s degree in information technology or related field.

Technology Certifications

• Not required
• Preferred: ITIL Foundation Certificate, CompTIA A+, Network+, or Security+
• A requirement, if hired, is you obtain one approved technical certification prior to the first day of your ninth month of employment.

Experience

2–5 years of Service Desk or IT support experience in a call center or enterprise environment.

Preferred Knowledge, Skills and Abilities

• Experience with Five9 or similar contact center platforms. [Handling high call volume experience is a plus.]
• Knowledge of knowledge-centered service practices.
• Exposure to healthcare or enterprise IT environments.
• Ability to identify trends and recommend process improvements.

Required Knowledge, Skills, and Abilities

• Strong customer service orientation with a focus on professionalism and empathy.
• Recent call center experience taking calls and providing remote support.
• Excellent written and verbal communication skills.
• Ability to troubleshoot technical issues across applications, systems, and devices.
• Proficiency in ticketing systems (ServiceNow preferred) and remote support tools.
• Strong documentation skills with attention to detail and audit compliance.
• Ability to manage multiple priorities in a demanding environment.
• Understanding of ITIL concepts (Incident, Request, Escalation, SLA).
• Basic understanding of security and identity verification best practices.

Work Environment

Fast-paced, high-volume environment.

Schedule is Monday – Friday Shift: 7:00 AM – 3:30 PM EDT/EST currently.

Physical Requirements

Primarily sedentary role requiring prolonged computer and phone headset use.

• This position pays between $24.65 - $33.10 based on experience
• 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.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

#LI-SA1
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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.

Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered. Individuals may reapply when located within the United States.

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 [email protected].

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