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.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