IT Support Engineer I
About This Position
The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support. This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).
What You'll Do
- Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
- Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
- Provide timely communication and resolution in adherence to service level agreements.
- Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
- Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
- Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
- Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
- Monitor open tickets and proactively update users on progress.
- Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
- Follow established workflows, knowledge base articles, and escalation procedures.
What You'll Need
- Strong communication and customer service skills.
- Familiarity with Jira Service Management (or similar ticketing systems) and Microsoft 365 Products.
- Basic knowledge of operating systems, productivity software, and account management.
- Ability to work in a collaborative environment optimistically and with a willingness to learn.
- Detail-oriented with strong organizational and problem-solving skills.
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