Job Description
ABOUT THIS POSITION
The Advanced IT Support Engineer is a senior-level Tier 1 technician who serves as a technical leader within the Help Desk team. This role focuses on handling complex end-user support requests, mentoring junior technicians, and ensuring high-quality service delivery. While not directly responsible for Tier 2/3 resolution, this position plays a critical role in triaging, documenting, and escalating issues effectively.
WHAT YOU'LL DO
Advanced Troubleshooting & Triage
- Resolve a wide range of Tier 1 issues independently, including hardware/software troubleshooting, account access, M365 support, and connectivity problems.
- Perform in-depth triage for complex issues and escalate to Tier 2/3 with complete documentation of symptoms and steps taken.
- Identify patterns in recurring issues and recommend improvements to Tier 1 workflows or documentation.
Service Management & Communication
- Serve as a senior point of contact for IT support requests via Jira Service Management, phone, and email.
- Ensure timely and professional communication with end users, setting clear expectations and providing proactive updates.
- Monitor SLA adherence and escalate time-sensitive issues appropriately.
Documentation & Knowledge Sharing
- Create and maintain Tier 1 knowledge base articles and troubleshooting guides.
- Document all support interactions thoroughly in Jira, including resolution steps and escalation notes.
- Provide feedback to improve internal documentation and workflows.
Mentorship & Leadership
- Mentor junior Help Desk technicians and assist with onboarding and training.
- Participate in quality assurance reviews of ticket handling and customer interactions.
- Represent Tier 1 in cross-functional meetings and contribute to continuous improvement initiatives.
Operational Support
- Participate in on-call rotations to support nationally dispersed employees outside of business hours.
- Support device setup, software installations, and access provisioning for new hires and transitions.
- Assist with asset tracking and inventory management.
WHAT YOU'LL NEED
- 2+ years of experience in IT Help Desk or end-user support roles.
- Strong troubleshooting skills across Windows, macOS, and M365 environments.
- Proficiency with Jira Service Management or similar ticketing systems.
- Excellent communication and customer service skills.
- Ability to mentor others and lead by example.
- Detail-oriented with strong documentation and organizational abilities.
- Familiarity with escalation workflows and cross-team collaboration.
- Certifications such as CompTIA A+ or Microsoft 365 Fundamentals are a plus.
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar () on Twitter.
WAYSTAR PERKS
- Competitive total rewards (base salary + bonus, if applicable)
- Customizable benefits package (3 medical plans with Health Saving Account company match)
- We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
- Paid parental leave (including maternity + paternity leave)
- Education assistance opportunities and free LinkedIn Learning access
- Free mental health and family planning programs, including adoption assistance and fertility support
- 401(K) program with company match
- Pet insurance
- Employee resource groups
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Category: Technology/Engineering
Job Type: Full time
Req ID: R2798
Job Tags
Full time, Live out, Local area, Flexible hours,