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 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