IT Support Engineer I — Service Desk

Waystar; Louisville (KY); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive pay

Bonus

Benefits package

Paid time off

Parental leave

Education assistance

Mental health programs

401K match

Pet insurance

ERGs

Job summary

Waystar, based in Louisville, KY, seeks an IT Support Engineer to serve as the first point of contact for employee technical needs. You will triage, troubleshoot, and route issues to Tier 2 while maintaining SLAs and clear communication with end users.

Responsibilities include documenting steps in Jira, handling password resets and access requests, and providing excellent customer service in a collaborative team environment.

Qualifications

• 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.

Responsibilities

• Serve as the initial point of contact for IT support requests via Jira Service Management tickets, calls, and email requests.
• Participate in an on‑call rotation supporting employees outside of office hours.
• Provide timely communication and resolution in adherence to SLAs.
• Accurately capture and document issue details, symptoms, and all troubleshooting steps in the Jira ticket.
• Perform basic troubleshooting for hardware, software, account access, and connectivity issues.

Skills

Jira Service Management

Microsoft 365

OS basics

Customer service

Troubleshooting

Communication

Job description

Waystar, based in Louisville, KY, seeks an IT Support Engineer to serve as the first point of contact for employee technical needs. You will triage, troubleshoot, and route issues to Tier 2 while maintaining SLAs and clear communication with end users.

Responsibilities include documenting steps in Jira, handling password resets and access requests, and providing excellent customer service in a collaborative team environment.