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Louisville, Kentucky, United States
Onsite
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
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.