Desktop Technician

About the Company

Revenue Enterprises is a Customer Service Contact Center designed to support the Revenue Cycle and Patient Customer Service needs of our healthcare clients. We operate around the simple principles of integrity , passion , and respect . Holding these values are the foundation of how we approach our clients' success. If our values align with you, join our team and play a unique and important role in our mission to change healthcare for the better.

What makes REL different?

Family owned business where you become part of the family- not just a number

Over 20 years of consistent and healthy growth with world class clients

Your voice is heard and appreciated

You are a part of the success with your ideas and your efforts

You are appreciated and valued

Award winning workplace : 2019-2025 Best Places to Work in Collections

Competitive pay and incentive program

We promote from within! Grow your career with Revenue Enterprises

The IT Desktop Technician at Revenue Enterprises IT is a critical member of the Infrastructure and Support team, responsible for maintaining stability, performance, and compliance across a large, distributed remote fleet of 200+ workstations and laptops. This position combines deep technical expertise with strong process discipline and logistical coordination, ensuring that endpoint operations support the company's high standards for security, compliance, and service excellence. This role succeeds leveraging ticketing data, asset records, and trend analysis to manage, forecast, and optimize the desktop ecosystem.

Essential Job Functions :

• Oversee hardware inventory accuracy using ServiceDesk Plus by Zoho asset management tools.
• Forecast hardware and accessory needs based on lifecycle data, incident frequency, and onboarding trends.
• Coordinate hardware provisioning, replacement, and recovery logistics in partnership with our contracted MSP and vendor channels.
• Maintain complete and auditable documentation of all endpoints, configurations, and asset histories for BDRP and SOC2 validation.
• Serve as a Tier 2 / 3 escalation point within ServiceDesk, resolving complex incidents and ensuring SLA adherence.
• Document detailed troubleshooting steps and resolution paths to improve first-call resolution rates.
• Mentor junior technicians on technical standards, customer interaction, and documentation practices.
• Identify recurring incident patterns and propose process improvements or automation opportunities.
• Participate in quarterly IT performance reviews with data-driven reporting from our ticketing system and security providers.
• Support the IT Scorecard initiatives by improving response metrics, uptime, and service transparency.
• Maintain endpoint compliance with patch, antivirus, and encryption policies, contributing to audit readiness.
• Assist in developing and maintaining IT documentation and evidence collection for SOC2 and HIPAA audits.
• 5+ years in desktop or endpoint support roles, including at least 2 years in a senior or lead position.
• Strong proficiency in Windows 10 / 11, Microsoft 365, Active Directory, and hardware troubleshooting.
• Experience with Intune, Image Deploy / Inventory, and ServiceDesk Plus (or equivalent ITSM / MDM / RMM tools).
• Proven success managing large endpoint fleets with accuracy, standardization, and lifecycle forecasting.
• Strong attention to detail and process control in documentation, asset tracking, and change management.
• Demonstrated ability to forecast hardware needs and manage logistics with multiple vendors or MSP partners.
• Reliable Transportation and ability maintain an onsite presence in our Headquarters.
• Familiarity with corporate operational structures and escalation paths.
• Understanding of VDI deployment, optimization, and user adoption.
• Experience supporting SOC2 and HIPAA audit documentation.
• ITIL Foundation or equivalent certification in IT service management.
• Currently A+, N+ or other desktop and end-point management certifications.
• Excellent written and verbal communication skills, especially for documentation and reporting.