Waystar · 1 day ago
Advanced IT Support Engineer
Louisville, KY
Full-time
Onsite
Mid, Senior Level
2+ years expWaystar is a company that simplifies healthcare payments through innovative technology. They are seeking an Advanced IT Support Engineer who will serve as a technical leader in the Help Desk team, focusing on complex end-user support requests, mentoring junior technicians, and ensuring high-quality service delivery.
FinanceHealth CarePaymentsSoftware
Responsibilities
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
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
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
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
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
Qualification
Required
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
Preferred
Certifications such as CompTIA A+ or Microsoft 365 Fundamentals are a plus
Benefits
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
Company
Waystar
Waystar is a technology platform that provides healthcare revenue cycle management solutions.
1001-5000 employees
H1B Sponsorship
Waystar has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (2)
2022 (2)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$2.12B2025-09-11Post Ipo Secondary· $709.2M
2025-05-13Post Ipo Secondary· $557M
2025-02-20Post Ipo Equity· $800M
Leadership Team
Steven M. Oreskovich
Chief Financial Officer
Ryan Ayres
VP Sales - Health Systems and Hospitals - Western Region
Recent News
2025-12-29
2025-11-01
Company data provided by crunchbase