Field Services Technician - Waystar
Louisville, KY
About the Job
ABOUT THIS POSITION
The Field Services Technician oversees end-user hardware and software lifecycle, providing support via the call center and on-site locations. Responsibilities include planning, procurement, configuration, deployment, maintenance, and retirement of assets, adherence to SLAs, and ensuring exceptional customer service.
WHAT YOU'LL DO
What You'll Do
- Provide Tier 1 and Tier 2 end-user hardware and software support.
- Procure, deploy, configure, and support end-user software, hardware, phones, and mobile devices.
- Maintain Asset Management documentation and chain of custody for company-owned devices.
- Ensure Asset Management information and licensing compliance for deployed software.
- Support audio-visual conferencing systems.
- Manage technical aspects of team member onboarding and termination.
- Configure print queues on the print server infrastructure and install on end-user devices.
- Conduct and monitor recurring tasks and maintenance checklists.
- Identify trends in support issues and propose solutions.
- Maintain personal and team-wide workspaces for efficiency and positivity.
- Participate in the team's weekly 24x7 on-call rotation.
- Coordinate troubleshooting, escalation, and communication regarding system outages and user issues.
- Work with the Manager on yearly goal planning, budget planning, and growth opportunities.
- Execute mid-level projects involving Field Services Technicians.
- Act as a resource for ongoing projects requiring support from the Field Services Technician team.
- Plan and lead high-level projects, involving Field Services Technicians.
- Plan and lead complex training exercises on new or existing technologies.
- Create and implement solutions to gaps in Tier 1 and Tier 2 support throughout the company.
- Coordinate with other teams to address support gaps across the company.
- Communicate the overall team atmosphere and production consistently to the Manager or Team Leader.
- Mentor fellow team members in their development, assisting them in building correct technical solutions.
- Additional duties as assigned.
WHAT YOU'LL NEED
- Strong understanding of Technology support operations.
- Clear and concise written and verbal communication skills.
- Excellent analytical and troubleshooting capabilities.
- Strong organizational skills and the ability to prioritize tasks without direct supervision.
- Ability to plan and execute high-level projects and deployments with minimal supervision.
- Ability to lead and mentor junior team members.
- Bachelor’s degree in a related field or equivalent work experience.
- 4+ years of related work experience preferred.
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, visitwaystar.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)
- Generous paid time off starting at 3 weeks + 13 paid holidays including 2 personal floating 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
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
