Advanced IT Support Engineer

Waystar • Louisville, KY

128d

About The 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.

Requirements

• 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.

Nice To Haves

• Certifications such as CompTIA A+ or Microsoft 365 Fundamentals are a plus.

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.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• Generous paid time off for non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
• Flexible time off for 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Construction of Buildings