Technical IT Support Engineer

Waystar•Louisville, KY

8d•Hybrid

About The Position

The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support. This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).

Requirements

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, networking, and account management.
Ability to work in a collaborative environment optimistically and with a willingness to learn.
Detail-oriented with strong organizational and problem-solving skills.

Responsibilities

Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
Provide timely communication and resolution in adherence to service level agreements.
Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
Monitor open tickets and proactively update users on progress.
Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
Follow established workflows, knowledge base articles, and escalation procedures.

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
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