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# IT Support Engineer I

- **Company:** Waystar, Inc
- **Location:** Louisville, KY, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, JIRA, Issue Tracking Systems, Productivity Software
- **Published:** September 2, 2026
- **Apply:** https://waystar.wd1.myworkdayjobs.com/Waystar/job/Louisville-KY/IT-Support-Engineer-I_R3363

## About the Role

· 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, 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.

## Description

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).

WHAT YOU'LL DO

· 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.


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