Advanced IT Support Engineer

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 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