IT Support Engineer I

Waystar, Inc; Louisville (KY); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive total rewards

Customizable benefits package

Paid time off and holidays

Parental leave and education support

LinkedIn Learning access

401(K) with company match

Job summary

Waystar in Louisville is seeking an IT Support Engineer to serve as the first point of contact for employees, handling triage, basic troubleshooting, and ticket routing to ensure timely resolutions.

You will support Jira Service Management tickets, phone and email requests, participate in on-call rotations, and follow established workflows to deliver excellent customer service while improving end-user experience.

Qualifications

• Strong communication and customer service abilities.
• Familiarity with Jira Service Management and Microsoft 365.
• Basic knowledge of operating systems, productivity software, and account management.
• Detail-oriented with strong organizational and problem-solving skills.
• Able to participate in on-call rotations and work collaboratively.

Responsibilities

• Serve as the first IT support contact via Jira, calls, and email.
• Participate in on-call rotation for nationwide staff.
• Provide timely communication and resolution per SLAs.
• Document issue details and troubleshooting steps in Jira.
• Perform basic troubleshooting for hardware, software, and connectivity.
• Resolve common requests such as password resets and software installs.
• Route complex tickets to Tier 2 with triage notes.
• Monitor open tickets and update users on progress.
• Deliver excellent customer service and set clear expectations.
• Follow established workflows and escalation procedures.

Skills

Communication skills

Jira Service Management

Microsoft 365

Operating systems basics

Account management

Customer service

Team collaboration

Tools

Jira Service Management

Microsoft 365

Job description

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
• Waystar is proud to be an equal opportunity workplace.

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.

Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. 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 and fun.